How not to deal with a social media crisis
“There’s a great case study of how not to deal with a social media crisis on the Guardian’s Ethical Living blog.
Neal’s Yard Remedies reversed a decision to participate in the Guardian’s ‘You ask they answer’ series after online contributors had already started to post questions aimed at the company.
The piece explores the outcomes of Neal’s Yard Remedies’ decision not to repsond to some pretty searching questions and how bloggers and well known twitterers have helped to spread the story.
When faced with social media crises of this nature companies are very rarely best off saying nothing…
See the full article here.
