Comments on: Lessons Learned from the Nestlé Social Media Crisis http://breakthroughpr.com/lessons-learned-from-the-nestle-social-media-crisis/ Get Your Point Across Fri, 12 Nov 2010 21:18:28 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Megan http://breakthroughpr.com/lessons-learned-from-the-nestle-social-media-crisis/comment-page-1/#comment-77 Megan Fri, 12 Nov 2010 21:18:28 +0000 http://breakthroughpr.com/?p=81#comment-77 In this day and age it is so beneficial for companies to use social networking sites, those who don’t will fall behind. After reading this it seems as if some companies need better training and awareness on how to manage and control their social networks. It’s just like the guy sitting at home hiding behind a computer screen to be nasty to everyone online but in person would be completely different, you can’t say whatever you’d like just because you don’t have to say it to someone’s face. For companies one mistake can create a huge crisis as this article has clearly shown, just like they have methods for crisis in production, customer service, and every other aspect of the business there need to be some clearly set crisis intervention methods for social networks. If they had responded to this issue differently it seems as if the problem could have been handled easily with much less attention, but because of the moderators reactions to the ‘fans’ it ended up being disastrous. Just like it was stated in this article every company will receive criticism the key is handling it professionally just like “the customer is always right”, companies should be careful not to offend and even when the customer (or fan or whatnot) is wrong they need to know how to handle it gracefully, explaining it in a non defensive manner without attacking anyone. Megan Geraldi In this day and age it is so beneficial for companies to use social networking sites, those who don’t will fall behind. After reading this it seems as if some companies need better training and awareness on how to manage and control their social networks. It’s just like the guy sitting at home hiding behind a computer screen to be nasty to everyone online but in person would be completely different, you can’t say whatever you’d like just because you don’t have to say it to someone’s face. For companies one mistake can create a huge crisis as this article has clearly shown, just like they have methods for crisis in production, customer service, and every other aspect of the business there need to be some clearly set crisis intervention methods for social networks. If they had responded to this issue differently it seems as if the problem could have been handled easily with much less attention, but because of the moderators reactions to the ‘fans’ it ended up being disastrous.
Just like it was stated in this article every company will receive criticism the key is handling it professionally just like “the customer is always right”, companies should be careful not to offend and even when the customer (or fan or whatnot) is wrong they need to know how to handle it gracefully, explaining it in a non defensive manner without attacking anyone.
Megan Geraldi

]]> By: Marcelle Templeton http://breakthroughpr.com/lessons-learned-from-the-nestle-social-media-crisis/comment-page-1/#comment-74 Marcelle Templeton Fri, 12 Nov 2010 05:59:27 +0000 http://breakthroughpr.com/?p=81#comment-74 You have addressed many good points from a PR standpoint. Nestle should have done all the things you suggest. However, I believe their lack of doing so comes from Nestle's longstanding refusal to change their policies in the face of public criticism. This isn't the first crisis of public opinion in Nestle's history. They've had problems since the 1980s with their treatment of 3rd world countries and their inhabitants. Every point you made about Nestle's response to people is correct, and the lessons are good ones. You left out the major point, however. Nestle never actually LISTENED to any of the criticism. They didn't study the points made by their detractors and attempt to address them. They made one comment about removing a company from their supplier list without addressing steps to make sure another such supplier does not replace them. Nestle is a huge company who will always have people who do not agree with their practices, and they are big enough that they will survive every time. The one thing Nestle lacks is an actual belief in bettering how they treat the world. That is the one huge point that is missing here. Marcelle Templeton You have addressed many good points from a PR standpoint. Nestle should have done all the things you suggest. However, I believe their lack of doing so comes from Nestle’s longstanding refusal to change their policies in the face of public criticism. This isn’t the first crisis of public opinion in Nestle’s history. They’ve had problems since the 1980s with their treatment of 3rd world countries and their inhabitants.

Every point you made about Nestle’s response to people is correct, and the lessons are good ones. You left out the major point, however. Nestle never actually LISTENED to any of the criticism. They didn’t study the points made by their detractors and attempt to address them. They made one comment about removing a company from their supplier list without addressing steps to make sure another such supplier does not replace them. Nestle is a huge company who will always have people who do not agree with their practices, and they are big enough that they will survive every time. The one thing Nestle lacks is an actual belief in bettering how they treat the world. That is the one huge point that is missing here.

Marcelle Templeton

]]> By: Kendra http://breakthroughpr.com/lessons-learned-from-the-nestle-social-media-crisis/comment-page-1/#comment-61 Kendra Mon, 08 Nov 2010 21:03:34 +0000 http://breakthroughpr.com/?p=81#comment-61 I had never heard of this problem that Nestle had, so it was very interesting to read about everything involved. Also, it was great to see some tips on how to avoid this problem for those that could potentially be involved in it in the future. If people read about how to avoid these types of situations, it could definitely better help their business, or organization. This was very interesting to read, and see how the problem grew and why people were angry with what was going on. Like I said earlier I had never heard about this before, or even seen the said video on youtube, so I learned alot! Kendra Bosscher I had never heard of this problem that Nestle had, so it was very interesting to read about everything involved. Also, it was great to see some tips on how to avoid this problem for those that could potentially be involved in it in the future. If people read about how to avoid these types of situations, it could definitely better help their business, or organization.
This was very interesting to read, and see how the problem grew and why people were angry with what was going on. Like I said earlier I had never heard about this before, or even seen the said video on youtube, so I learned alot!
Kendra Bosscher

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