A long-term erosion of trustamong a significant group  of customers or fans ...
… due to the misuse or    the failure to usethe power of social media
TrueConfession
“A hazard of social media is that people will read     what you write.”
The Lesson: You are notin a vacuum
Laugh Riot
1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
Photo by mikest on Flickr
“Your error will be multiplied in its impact by the trail ofonline wreckage it creates…”
The Lesson:Err on the side  of caution
#amazonfail
“Amazon Rank”
“In consideration of our entirecustomer base, we exclude ‘adult’material from appearing in somesearches & best seller list...
“That night, theywere not divided.”
57,310
It was “a glitch…”
“Amazon Rank”
FAILFAILFAILFAILFAILFAILFAILFAIL
“This is an embarassing andham-fisted cataloging error froma company that prides itself onoffering a complete selection.”
#amazonfail
The Lesson:  Be vigilant,respond swiftly
UnitedBreaks Guitars
$3500 Taylor 710
$1200.00
10,000,000
$1200.00
?
“Fight social media firewith social media water.”               Ramon DeLeon
The Lesson:Update your  tactics
Re-United
The Lesson:Context matters
Not-so-silent    Bob
The Lesson:If you apologize,     mean it
PepsiAmps it Up
The Lesson:Don’t be crass
Motrin Moms
The Lesson: Mocking yourcustomers = bad
FloggingAcross America
“We believe in honesty and transparency at all times:  Honesty of relationship,  opinion and identity … ”
“yo where all u hatas com from… juzcuz you aint feelin the flow of PSPdun mean its sum mad faek websiteor summ… youall be t...
The Lesson:Be transparent
Dammit, Janet
The Lesson:Have trustedstaff in place
1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
The CatDeserved It
“The Streisand    Effect”
The Lesson:Sometimes, youare the problem
The Lessons
Think. Be nimble.Show respect.
delicious.com/marlaerwin/fail
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
#FAIL - Infamous Social Media PR Disasters
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#FAIL - Infamous Social Media PR Disasters

  1. 1. A long-term erosion of trustamong a significant group of customers or fans ...
  2. 2. … due to the misuse or the failure to usethe power of social media
  3. 3. TrueConfession
  4. 4. “A hazard of social media is that people will read what you write.”
  5. 5. The Lesson: You are notin a vacuum
  6. 6. Laugh Riot
  7. 7. 1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
  8. 8. Photo by mikest on Flickr
  9. 9. “Your error will be multiplied in its impact by the trail ofonline wreckage it creates…”
  10. 10. The Lesson:Err on the side of caution
  11. 11. #amazonfail
  12. 12. “Amazon Rank”
  13. 13. “In consideration of our entirecustomer base, we exclude ‘adult’material from appearing in somesearches & best seller lists.”
  14. 14. “That night, theywere not divided.”
  15. 15. 57,310
  16. 16. It was “a glitch…”
  17. 17. “Amazon Rank”
  18. 18. FAILFAILFAILFAILFAILFAILFAILFAIL
  19. 19. “This is an embarassing andham-fisted cataloging error froma company that prides itself onoffering a complete selection.”
  20. 20. #amazonfail
  21. 21. The Lesson: Be vigilant,respond swiftly
  22. 22. UnitedBreaks Guitars
  23. 23. $3500 Taylor 710
  24. 24. $1200.00
  25. 25. 10,000,000
  26. 26. $1200.00
  27. 27. ?
  28. 28. “Fight social media firewith social media water.” Ramon DeLeon
  29. 29. The Lesson:Update your tactics
  30. 30. Re-United
  31. 31. The Lesson:Context matters
  32. 32. Not-so-silent Bob
  33. 33. The Lesson:If you apologize, mean it
  34. 34. PepsiAmps it Up
  35. 35. The Lesson:Don’t be crass
  36. 36. Motrin Moms
  37. 37. The Lesson: Mocking yourcustomers = bad
  38. 38. FloggingAcross America
  39. 39. “We believe in honesty and transparency at all times: Honesty of relationship, opinion and identity … ”
  40. 40. “yo where all u hatas com from… juzcuz you aint feelin the flow of PSPdun mean its sum mad faek websiteor summ… youall be trippin.”
  41. 41. The Lesson:Be transparent
  42. 42. Dammit, Janet
  43. 43. The Lesson:Have trustedstaff in place
  44. 44. 1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
  45. 45. The CatDeserved It
  46. 46. “The Streisand Effect”
  47. 47. The Lesson:Sometimes, youare the problem
  48. 48. The Lessons
  49. 49. Think. Be nimble.Show respect.
  50. 50. delicious.com/marlaerwin/fail

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