Learning From The Social Mistakes Of Others By Ric Dragon
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Ric Dragon, CEO, DragonSearch @ricdragon Learning From The Social Mistakes of Others @ricdragon
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From the SMX Social Media Marketing Conference in Las Vegas, Nevada, November 18-20, 2014. SESSION: Recovering From A Social Media Mistake. PRESENTATION: Learning From The Social Mistakes Of Others - Given by Ric Dragon, @RicDragon of @DragonSearch. #SMX #14A1
Transcript of Learning From The Social Mistakes Of Others By Ric Dragon
Ric Dragon, CEO, DragonSearch -‐ @ricdragon
Learning From The Social Mistakes of Others
@ricdragon
Our food tweets this morning were, frankly, insensiAve. Our deepest, sincere apologies.
Finally…
Hijacked Hashtags
Hijacked Hashtags
MIXED SOFTWARE, ACCOUNTABILITY, AND COVERUP
ACCOUNTABILITY AND COVERUP
QUICK APOLOGY… BUT HOW TO PREVENT?
QUICK APOLOGY?
Who’s got the keys?
Own your mistake When a mistake has been made, own it. Don't try to suggest that someone hacked into your account. (Anthony Weiner, Chevrolet, Red Cross)
Be Careful, but be QUICK (Ragu)
Mea Culpa Apologize. If legal tells you that you can't, it might be Ame to get new legal. …and don’t try to hedge.
Make it Personal Apologize to specific people if feasible. One by one.
Don't try to control what can't be controlled (ChapsAck)
Checklist
q Use Group approach if possible q Ask yourself these quesAons:
q What happened? q Was someone killed? Hurt? or lose property? q Does it involve a sensiAve issue? q Is it appropriate to make a mass apology? q Is it appropriate to make individual apologies? q Can we use humor? q What's an appropriate FAST response?
