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!www.linkedin.com/in/brianrudolph/ @brianrudolph
What Can Higher Education Learn From Commercial Marketing? !
(Social Media Marketing is more than just Facebook.) !
Part 5: Social Media Disasters and Lessons Learned
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Social Media Disasters and
Lessons Learned
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#Hashtag Hijack Or
Should have missed that opportunity
SpaghettiOs
Should Have Missed THAT Opportunity
Epicurious
Should Have Missed THAT Opportunity
AT&T
Should Have Missed THAT Opportunity
Lesson Learned: Sometimes you need to sit out of the conversation !
Tragedy and memorials are not a real time opportunity !
If you do participate in the conversation – do so with respect !
Even if you think you are respectful – you might not be perceived that way
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Customer Dis-service
Bank of America
Customer Dis-Service
Kmart
Customer Dis-Service
DominosTO:
Customer Dis-Service
Lesson Learned: Speak like a real person !
Read and understand context – don’t “auto-respond” !
Cut and Pasting stock answers, again and again, gets old and gets noticed
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Super-Duper Fans
Nutella
Super-Duper Fans
UNITED AIRLANES
Super-Duper Fans
#LanesNotLines
Christy Mack
Super-Duper Fans
Lesson Learned: Embrace your fans! !
If there is an issue – be transparent Work with the legal team, they want to be your friend (and protect the brand at the same time) !
Work to label spoof accounts !
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Move Over Rover Let the USER Take Over
JP Morgan #ASKJPM
Let the USER Take Over
Lay’s Potato Chips Online Flavor Submissions
Let the USER Take Over
GUMMI BEARS
Let the USER Take Over
Lesson Learned: Moderation of UGC should be considered for apps or contests !
On the internet – a Q&A is an AMA (Ask Me Anything) !
!
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Collateral Damage
Has Justine Landed Yet?
Collateral Damage
OPPORTUNITY
Collateral Damage
OPPORTUNITY
Collateral Damage
Lesson Learned: Employee Social Media Training is a MUST !
Have a crisis plan, and pre-determined policies for dealing with fan comments !
Don’t delete, spam, or fan the flames !
Social Media Security on your Accounts !
!
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Bonus Round
Celebs Gone Wild!!
Kanye West
Celebrities Gone Wild
Alec Baldwin
Celebrities Gone Wild
Amanda Bynes
Celebrities Gone Wild
Lesson Learned: !
Uh……… !
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Celebrities live in their own little world full of rainbows and unicorns?
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More to Come….
