The publication of a photo of a model gave rise to criticism from only two fans, which was followed by an aggressive reaction from the page's community manager (below, thanks to Ninja Marketing, the screenshot of the thread now removedstrangely not visible to all Facebook users, but only to those who have set the Italian language). At that point the story of what happened bounced around the blogosphere (here is the list of blogs that talked about it ) and on Twitter. Here too the company's reaction was not long in coming (image taken from TalkisCheap ) / And after having proudly claimed its positions, last night the company wrote an apology post (coincidentally on the company blog, whose traffic is unknown even to Google Adplanner, and not on the.
Facebook page which has Brazil Phone Number almost 150 thousand likers) . It is difficult to say with certainty what has determined this schizophrenic way of managing relationships with the internet. Probably a strong disconnect between those in charge of managing social media, compared to those responsible for public relations. Or perhaps the sudden awareness that the initial line could have harmed the recent massive online advertising campaign, on the very day the related iPhone application was being launched. Often the business managers I meet are terribly afraid of the crises that can develop online. What they don't suspect is that the crisis is not caused by user criticism, but by the incorrect management of responses.
The Patrizia Pepe case is yet another demonstration that an amateurish approach to communication in places online (responding impulsively and aggressively, deleting comments on YouTube , treating bloggers haughtily) does not pay. Similar Posts: Social Media Storytelling: when business storytelling passes through the internet patrizia pepe canalysis Osservatorio_Brand_Social_Media_Consumer_Electronics_InfographicBrands & Social Media Observatory in Italy: Facebook replaces corporate blogs, YouTube consolidates, Twitter grows banks and insurance companies on social mediaBrands & Social Media Observatory in Italy: traditional banks and insurance companies still cautious Costa Crociere's management of the crisis on social media Tags from the story brand reputation.