Wednesday, August 4, 2010

Example of how (not) to use Social Media for your business

We've discussed social media and its business application in our e-marketingclass at Canisius College and on Thursday we will be watching group presentations on this topic. I expect to see several good/bad examples of social media use and the implications for marketers. In the meantime, I'd like you to check out the following story (which continues to evolve) about a business owner who was a bit hasty in her response to a critical review from a customer. If you want to sit back and let someone summarize the story for you, listen to a local TV stations coverage of the story.

Key takeaways:
  1. Social media is (and will continue to be) a useful tool for just about any business.
  2. Businesses need to become comfortable with the social media landscape and listen, engage and act responsibly.
  3. It might be OK to admit faults and apologize.
  4. Failing to acknowledge #2 or #3 can lead to this excellent example of how NOT to use social media in a business context.
  5. Poor Amy!


Kate said...

An interesting story about the "5 P's" of B2B social media marketing.

Shaun M said...

Much like going into a live conversation angry (which typically ends up as a either a screaming match or saying things without thinking), people must think clearly before hitting the submit button. Once something hits the net, it's there forever - even if you delete it it's still archived somewhere most likely.

In summary: Don't blog angry or you might regret it.