IP Quick Intellect

Think you can post what you want on social media? A Sydney couple was recently ordered by the District Court to pay their neighbour’s $15,000 legal bill after he sued the couple for defamation following comments they made on Facebook about him and his dogs.

Frank Body recently used humour to set out the rules of acceptable communication on their corporate social media platform. The approach won't work for everyone however, the underlying principle of setting a clear standard on what type of consumer communication and engagement is acceptable in your online environment is something that your business should do.

The widespread adoption of ‘the customer is always right’ mantra is well intended, but the result is a prevailing culture of ‘yes-people’ who run for cover at the first sign of conflict. In a small handful of circumstances, you should consider the customer most definitely wrong and call them on their inappropriate remarks. Here are my top 5 tips for dealing with inappropriate behaviour on social media.

From the outrageous to the obvious, the misinformed and outright malicious – the truth is, crisis communications in the social and online media environment is rarely discussed UNTIL an organisation finds itself in a crisis. But what if the subject of the latest #PRFail was you? Or your organisation?