When I wrote “Social Media: Handle with Care” it skipped me that Handle with Care applies to everyone who uses Social Media whether they realize it or not and this hold true even more strictly with employees/representatives of a brand.
The interwebs are abuzz with links to this video
These workers at Domino’s didn’t realize that just by uploading a 2.5 minutes video on YouTube about what apparently is just a prank they have brought the company they work for in face to face to what could be called a “Social Media Disaster”.
Negative buzz spreads a lot faster than positive confirms Emanuel Rosen, author of highly popular book “Anatomy of Buzz” and that’s what we are seeing as I write this. It’s a given that had this video been about something great Domino’s folks are doing, not even 10% of those who are spreading the word would have bothered to share it with their friends and followers.
While a lot is being said and will be said about how gross the video is, the employees are jerks and should be fired(or even jailed) and how we shouldn’t eat out etc what people tend to miss is “what next”, we have a situation at our hand and we know that it’s just an unfortunate incident which doesn’t really signify or imply anything about the way pizza’s are made at Domino’s or at any other pizza joint but what is it that they can do to reduce the side/after effects ?
Goodasyou posted a few videos and communicated with Domino’s officials about the same. The company reps replied diplomatically which is a fair way to go about it. Other than replying to all the written and telephonic communication in this regard they also need to find a way out to remove/block those videos(fake ?) and there has to be opened an official channel(social media off course) to interact with upset customers and update them regularly about the incident and what they are dealing with it.
What do you think should the people behind dominos do to reduce the impact on their brand ?