It's a Social Media World

In a social media world, rapid response is critical. A couple of recent examples of what works, what doesn’t and how to.

The overall perspective, from Ad:tech's Craig Peters: defensive branding is better titled "Crisis Communications In the Hyperlinked Era of Social Networking."

What works: Aggressively addressing negative brand perceptions – true or false
Example: Senator Hillary Clinton’s Fact Hub: “Cut through the noise and get the facts” (via The New York Times).

The context, from Clinton spokesman Phil Singer: “There’s just been a proliferation of news reporting on the Internet. As such, you’ve got a much faster echo effect when something hits the political zeitgeist, and it’s becoming increasingly urgent to have a mechanism in place that allows you to respond.”

What doesn’t: Going dark.
Example: Whole Foods Market’s Board decision to ban officials from posting messages about Whole Foods, its competitors or vendors on non-company-sponsored Internet forums (via The Wall Street Journal). As discussed during the Evangelism session at the Brand You World Personal Branding Summit, it’s absurd to pull the plug at a time when a company needs it’s greatest fans to speak out on it’s behalf.

How To:
Ad:tech's Defensive Branding 101 Session Summary
Japie Swanepoel’s takeaways from Ad:tech's Defensive Branding session

A closing reality check: from Anita Esterday, one of the waitresses in Clinton’s tipping brouhaha: “There’s kids dying in the war, the price of oil right now — there’s better things in this world to be thinking about than who served Hillary Clinton at Maid-Rite and who got a tip and who didn’t get a tip.”

Additional perspective or 411?