Comments on: Nestle’s Facebook Disaster – Why you need a Social Media Crisis Plan

By: Callan

Callan — Fri, 07 Jan 2011 01:04:48 +0000

So true, Dan! Thanks for adding such an insightful comment.

By: Mully

Mully — Tue, 28 Dec 2010 01:46:02 +0000

Since the book came out, I have handed all new sales and marketing hires Randy Pausch’s “The Last Lecture” with several chapters dog eared. One of those chapters is “A Bad Apology is Worse Than No Apology”.

Business life or personal life…social media or traditional media…new market space or old market space: the title of that chapter holds. The single best way to deal with a crisis is:

1. What I did was wrong
2. I feel badly that I hurt you
3. How can I make it better?

Then, regardless of the vitriol, shut up and relax. Passion is the enemy of precision and after the diffusing of the situation with those three statements (followed by silence), rational conversation tends to begin again.

Mr. Pausch’s book is one of the finest life/business primers ever written. And Greenpeace, AARP, and the NRA are some of the silliest groups out there who have loads of folks ready to light up social media pages. Just have to know how to calm them down and take the gas cans out of their hands
Mully´s last blog ..Expository Christmas Dialogue- A Slow Dance Tune- &amp The Eternal Sunshine of the Spotless Mind

By: Opposable Planets » Why Social Media May Not Be for You… (Yet)

Opposable Planets » Why Social Media May Not Be for You… (Yet) — Wed, 24 Mar 2010 00:37:48 +0000

[...] is Nestle. I have been following the story at a distance and just read a post on the subject from BG Creative: The short version of the Facebook disaster is this: Greenpeace is mad at Nestle over palm oil and a [...]

By: Callan

Callan — Tue, 23 Mar 2010 20:58:17 +0000

Thanks, Katy! Yes I love seeing fans jump in to defend a brand and or the brand’s representatives. And while the moderator’s response may not be a recommended tactic, I wouldn’t be surprised if a lot of people got behind it. Who hasn’t wanted to stand up for themselves when someone is attacking your company! In any case, I think you are exactly right. What people are looking for is a human experience, and that is exactly what social media provides.

Thanks for the comment!

By: Katy

Katy — Tue, 23 Mar 2010 20:50:13 +0000

I definitely cringed a little reading the banter back and forth on the actual page, but what’s interesting to me is the conversation being had and how many people I’ve found rooting for the Nestle employee.

It does go to show that, corporation or not, there’s a human behind the page – and perhaps that’s what these “fans” were hoping to reach. Great post, Callan.