Recent months have seen brands get their fair share of social media criticism, from Uzzi going viral because of xenophobic attacks in Alexandra, the ‘bestie’ post by Appletiser to KFC in Braamfontein, where community managers needed miracles to dowse the blaze. These are just a few of the instances that made it onto the radar.
On a normal day, social media community managers work their magic wands on Facebook, Google+, Twitter and the rest of the social web around brand reputations and fuming customers. My latest post on Marklives covers some insights from seasoned social media strategists who built some award-winning communities and campaigns. They all agree that trust and being more human – yes, even as brands – is what wins over brand-speak and policy.
They also maintain that the responsibility lies with both the brand the social media who represent them online.
Have a look at the post on Marklives here and get chocolate for that community manager on your way to the office.