Beware The Tweet! You May Face an Unintended Tweetstorm
Tweets can be a great way to reach a large audience quickly. But tweets may have unexpected and unintended consequences. Here are some social media blunders from the last few years that had companies in the spotlight for all the wrong reasons.
Days before the Super Bowl, Kit Kat sent out a tweet about its best friend, New England Patriots tight end Martellus Bennett, along with a Kit Kat jersey:
Unfortunately, for Kit Kat, the jersey was missing one of the “t”s. The twitterverse erupted with comments about misspelling a “best” friend’s name. Kit Kat apologized and attempted to make light of the mistake, tweeting “we will give you back that T when you get the W.”
Cinnabon attempted to remember the great Carrie Fisher shortly after her death:
Consumers did not appreciate the humor, complaining that the company was using a “tribute” as nothing more than an advertisement. Cinnabon stated that the tweet was “genuinely meant as a tribute” and apologized.
Even Twitter makes mistakes with its account. Twitter’s CFO, Anthony Noto, mistakenly posted what was supposed to be a private message:
Although the tweet was deleted, some 8700 followers used screengrab to memorialize the errant tweet. Twittter declined to comment.
After a Word Cup match between the U.S. and Ghana, Delta tweeted:
Unfortunately for Delta, giraffes don’t live in Ghana. After a Twitter uproar, Delta deleted the tweet and issued an apology. Alas, even the apology had not been vetted before going public:
The British company HMV forgot to place controls on its social media. During a mass layoff of numerous employees, the employees began to live tweet the firings on HMV’s twitter account:
For twenty minutes, these tweets went to the 61,500 followers of the British entertainment retail store.
It should go without saying that fact- and spell-checking are critical before any official company tweet goes live. As recent tweets from politicians have reminded us, it is a simple task to point out errors within seconds of a tweet being posted. Taking a few moments on the front end can save a company from going viral for the wrong reasons.
Make sure that company policy delineates who within the company can post tweets and the approval process. It is a good idea to limit the people with account information, so that angry employees cannot post on behalf of the company. Any policy should also include when it is appropriate to use Twitter to send private information, which can prevent the accidental release of information that is not intended for the public.
Sources: https://fan-insider.com/kit-kat-makes-embarrassing-super-bowl-jersey-mistake-with-this-social-media-blunder/ http://www.pcmag.com/slideshow/story/335422/17-massive-corporate-social-media-fails/ https://www.cbinsights.com/blog/corporate-social-media-fails/http://money.cnn.com/2016/12/28/news/companies/cinnabon-carrie-fisher-apology/ http://www.cnbc.com/2014/11/24/oops-twitters-cfo-misfires-with-a-private-tweet.html https://www.forbes.com/sites/jaysondemers/2016/05/02/the-7-worst-and-most-amusing-mistakes-brands-have-ever-made-on-social-media/#25595ef66a5c http://www.nydailynews.com/sports/soccer/delta-tweet-portrays-ghana-pic-giraffe-don-live-country-article-1.1832251 http://www.independent.co.uk/news/uk/were-all-being-fired-exciting-hmv-staff-take-to-official-twitter-account-to-liveblog-their-own-mass-8475491.html
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