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May 22, 2009
Lisa Buyer on Twitter damage control 101 at SES New York 2009
I had just finished posting "Twelve Twitter Tools, Tips, Tricks, Techniques and Twoubles" this morning when I was notified that my video interview with Lisa Buyer, President and CEO of The Buyer Group, had just been uploaded to YouTube.
I had interviewed Buyer at SES New York 2009 about a Twitter damage control case study. She describes the story this way: one of her staff members tweeted about a blogger who posted a negative post about one of their clients. The blogger reacted negatively and hours later a story appeared in Google and Google news about how someone was trying to hire The Buyer Group and had a bad experience.
Buyer says she later contacted the blogger to notify her that this was not part of The Buyer Group's corporate culture and apologized. The blogger took the story down. But the case study illustrates the need to have policies in place before something like this happens in your organization.
Lisa Buyer, The Buyer Group, on Twitter damage control 101 at SES New York 2009
I want to thank Buyer for sharing this story -- which shows a lot of class to talk about mistakes made and lessons learned. And I want to apologies for missing this obvious view interview that should have been included with this morning's "Twelve Twitter Tools, Tips, Tricks, Techniques and Twoubles."
Consider this additional example a "baker's dozen."
Posted by Greg Jarboe on May 22, 2009 3:22 PM
Comments
PamelaTuct May 23, 2009 12:47 PM
A lesson learned in what not to do. I guess the first rule of business would be don't take it personal. Business is business.
Dwayne May 25, 2009 5:57 PM
Yes, things go bump in the night. You can't prevent that from happening. But your response to a crises is what makes you or breaks you. So, Lisa did exactly the right thing. She responded quickly and constructively. That's what makes this such a good case study.
Greg Jarboe May 26, 2009 8:46 AM
Great point and very interesting food for thought. I'm not sure I have any clients I can replicate this with, but will bear in mind for the future. Regards