It’s been said quite a lot recently that the best parts of branding through Social Media are the same as the worst part of branding through Social Media; namely that the conversation and the community’s perception of your company gets very public, very quickly. I say to my clients in almost every introductory meeting: “Do not embark upon a Social Media campaign unless you are really ready to start talking to your customers, and hearing everything they have to say about just how bad you’re blowing it with them.”
I feel that most conversations should be public. If I own an airline, and I ruin someone’s travel plans, I want that known, because it gives me an excellent opportunity to show the world how my company deals with a situation that led to customer dissatisfaction. Every public blow to the brand is a chance to publicly set a new standard in customer service.
Well, sometimes, when you’re not prepared for publicity, accountability can be a real kick in the mouth. How would you like to be this guy? He apparently behaved poorly, and had his office assistant resign her position in a very public way, emailing her story to the entire office, and even outing his workday internet habits. This reminds me of something out of Bridget Jones’ Diary.
I first saw this story on TheChive.com, which hails itself as “Probably the Best Site in the World.” I’ll let you be the judge of that.
Here’s the original story: http://thechive.com/2010/08/10/girl-quits-her-job-on-dry-erase-board-emails-entire-office-33-photos/
I have no idea whether or not the story is true, or if it’s a hoax, but either way, it’s food for thought.