Comments on: Nestle, Greenpeace, social media, crisis management, facebook, YouTube, Twitter. PR measurement. Interested?

By: H&K London’s Blog » Blog Archive » Web Curios

H&K London’s Blog » Blog Archive » Web Curios — Fri, 26 Mar 2010 14:40:51 +0000

[...] The Year of Social Media Crises – My esteemed colleague Grant Smith has declared that this will be the year of the ’social media crisis’. He might well be right – couple of fun ones this week: [...]

By: Grant Smith

Grant Smith — Mon, 22 Mar 2010 14:45:49 +0000

Sorry all who tried to click this link above – let’s try again…

http://bit.ly/caWmFf

By: Grant Smith

Grant Smith — Mon, 22 Mar 2010 14:44:59 +0000

Thanks Marlena – we always appreciate a happy reader! To your point about the actual palm oil issue, @vikkichowney made the point in this feature (http://bit.ly/caWmFf) in Marketing Week: “Being seen to do something in a crisis is almost as important as actually doing it.” I like this – contextualises the actual fixing bit, which I think gets overlooked an awful lot.

By: Marlena

Marlena — Mon, 22 Mar 2010 14:12:31 +0000

Excellent evaluation of the situation! So much more accurate than the PR week article which was just looking for a scapegoat.

It might be the year of the social media crisis, but let`s hope that eventually companies will understand how to truly engage in social media!

Also, this is one of the first blogs to mention the palm oil, people seem to forget about the actual issue because of the facebook crisis!

Read my thoughts on the crisis:
http://bit.ly/9p2MG3

By: Grant Smith

Grant Smith — Mon, 22 Mar 2010 11:59:04 +0000

I think there are some good points here about companies being able to learn from crises for the future. Some of the best crisis management is done by the companies that previously did it…less well.

By: Soyini

Soyini — Mon, 22 Mar 2010 09:52:17 +0000

Media Czar’s point about schadenfreude & Social Media are excellent. Proof really that the dicipline itself is new and people are fighting like crabs in a barrel to be named King of the new terrain.

Yes Nestle will recover, they survived breastmilk, they’ll survive Greenpeace and palm oil.

Greenpeace isn’t above neferious tactics to get their point across (my opinion).

But this quote from Nestle:
“Thanks for the lesson in manners. Consider yourself embraced.
But it’s our page, we set the rules, it was ever thus.”

Beyond ridiculous.

Their concern may be legally sound, but they came across as completely unaware of the new rules of social media with their edit. ie you can’t control everything.

BA is much better at handling the social media response to their staff crisis.

http://youcouldbelievethis.blogspot.com/2010/03/corporate-identity-and-social-media.html

By: Chris

Chris — Sun, 21 Mar 2010 23:36:04 +0000

This seems like a very sticky situation for Nestle. That is the downside AND upside to social media sites. They can help to connect to customers but they also allow people the access to tell you what they think about your product, good or bad. I am on Greenpeace’s side in this battle, but I believe Nestle can salvage this situation with a bit of fine tuned PR work.