Comments on: Why Social Media May Not Be for You… (Yet)

By: Opposable Planets » Social Media in Theory vs. Social Media In Practice

Opposable Planets » Social Media in Theory vs. Social Media In Practice — Thu, 25 Mar 2010 21:36:43 +0000

[...] Battelle cited a post of mine today in his great FM Signal blog. At issue were my thoughts on the Nestle Facebook fracas. [...]

By: joshuamross

joshuamross — Thu, 25 Mar 2010 08:49:43 +0000

Callan -
Thanks for clarifying. I think we are essentially in agreement. Thanks for writing up the post that illuminated the issue for me in the first place.
J.

By: Callan Green

Callan Green — Wed, 24 Mar 2010 23:07:45 +0000

Hi Joshua! Great post. Thanks so much for reading my post on the BG blog. Glad you found the counsel solid! And yes, I totally agree that for some companies, social media just isn't the right fit. However, I think you missed the main point of my post, and I just wanted to take a moment to clarify. Yes, I suggested alternative responses, however, the main point was that Nestle should have had a social media crisis plan in place to begin with, so that their team would be equipped to respond eloquently and professionally. Had they been prepared to, as you suggested, either defend themselves or shift their policy in the social space, much of the drawn out controversy could have been avoided. I respectfully disagree that they shouldn't be involved in social media at all, but rather think they have no business being involved if they don't have a crisis plan at the ready.

Thanks again for your thoughts!
-Callan
http://www.dontdrinkthekoolaidblog.com/nestles-...

By: joshuamross

joshuamross — Wed, 24 Mar 2010 20:36:47 +0000

Haroon,
I completely agree. One of the reasons the Nestle issue is getting such coverage is the manner in which they responded – which fanned the flames.

By: Haroon Bijli

Haroon Bijli — Wed, 24 Mar 2010 11:01:47 +0000

Great post. I also think organizations ignore training when it comes to community managers. If you are handling an online community, you'd better know how to react to negative comments. A structured stakeholder/issue mapping also helps a great deal in being prepared.