Archive for the ‘nestle’ Category
Turn the Nestlé Facebook FAIL into a WIN for Your Brand in Five Steps
Friday, March 19th, 2010
If you’ve been watching, well, pretty much anything that’s not basketball today, you’ve no doubt seen the debacle that’s unfolding over on the Nestlé Facebook page. If not, check out this AdAge article for an overview.
However, this could just have easily been a case study full of WIN instead of a case study ripe with FAIL that will no doubt be included in the “what not to do” section of decks for years to come. At the core, the mistake wasn’t necessarily made on the Facebook page, but in the communication layer that exists between Nestlé and their agency (or possibly agencies).
To make sure this never happens to you, here are our five steps for creating PR and SMM WIN:
- Have a Plan – Oftentimes the jump into social media is made with a sort of “well, everyone else is doing it, we might as well do it too” sort of thinking – bad idea. Have a plan for what you want to accomplish in the social media space. This will help you divide duties among your groups and agencies.
- Divide and Conquer – Overlap isn’t your friend. When overlap in responsibilities occurs, that’s when things fall through the cracks. Give distinct responsibilities to your teams/agencies and hold them accountable.
- Lay the Groundwork for Communication – Funnily enough, communications companies are notoriously bad at communicating. By creating a clear path for escalation of problems/questions, you can sidestep the bullets being slung at your brand and gracefully respond with the correct information.
- There’s no I in TEAM – If your agencies decide to go all-out in competing for themselves alone, your brand will be the one that suffers. Create a sense of team within your larger group and emphasize that wins for the brand outweigh an individual’s wins— despite the compartmentalized nature of the work.
- If You’re Not Early, You’re Late – The social media world moves at a breakneck pace. In order to be on time, you’ve got to be early in thinking about what the next issue you’ll be faced with will be. Then you can bring your agencies together and create a plan of attack.
