August 21, 2014
Ever since my first day here at immediate future I have taken a real interest in social media crisis management. It was my first social media project and I really enjoyed researching and reading about crisis management cases. I discovered many different success stories and found an array of horror stories. Over the last year I have kept an eye out for these stories, as “how do brands deal with a social media crisis?” is a very common question.
It really does depend on the situation, customer and brand. BUT, one thing that always seems to stand out as a winner is to make sure you get the brand’s personality across and not to panic!
If this is possible then you have the perfect opportunity to make light work of what can be an incredibly stressful situation and even increase positive brand awareness!
I present to you…GREGGS THE BAKERS! (I’m not entirely sure what other types of Greggs there are- Greggs the man? Anyway…)
Community managers, please watch and learn
The crisis highlighted on Twitter was dealt with nicely!
@GreggstheBakers Have you seen what shows up on your company logo when you google search Greggs?
— Sam Hesling (@samhesling1) August 19, 2014
@GreggstheBakers Have you seen what shows up on your company logo when you google search Greggs?
— Greggs (@GreggstheBakers) August 19, 2014
That’s all done now @GreggstheBakers, #FixGreggs is now #FixedGreggs
— Google UK (@GoogleUK) August 19, 2014
Whoops! Sorry @GreggstheBakers. #fixgreggs, #fixedgreggs #ategreggs pic.twitter.com/64Q53qck1B
— Google UK (@GoogleUK) August 19, 2014
Aaaand relax! Maybe those kind folks @GoogleUK could give us the doodle tomorrow? pic.twitter.com/IerRUVW0Z8
— Greggs (@GreggstheBakers) August 19, 2014
This is a perfect example of using humour and wit to resolve a problematic situation. What is your favourite example of defusing a social media crisis?
© Darla “Dont panic”. Photo. Attribution 2.0 Generic