November 22, 2017

Helping PR pros make smarter decisions

Brand Bullying–where’s the (on)line in the sand?

Brand Bullying–where’s the (on)line in the sand?

When does calling out a well-known company for poor customer service or a shoddy product on a blog or Twitter turn into outright brand bullying?

That’s the subject of this audio commentary.

Click here to listen.

Show Notes

* Heather B. Armstrong, author of the popular Dooce blog, takes Maytag to task for poor customer service on her Twitter account (@Dooce), where she has more than 1.2 million followers. Does the end — a repaired washer — justify the means and her tactics?

* Do bloggers and Twitter users now feel of sense of entitlement to right every wrong?

* Before you bash a brand in public on a blog or Twitter, consider these three steps:

  1. Take a deep breath. Better yet, sleep off the anger!
  2. Ask whether your complaint really merits a public mention; consider using available social media channels to resolve the issue privately.
  3. Respect the other members of your online community. Is raising a public stink about a bad brand experience really the best contribution you can offer to your readers and followers?

Bryan Person is the social media evangelist at LiveWorld. He blogs at BryanPerson.com and can be found on Twitter at http://Twitter.com/BryanPerson.

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