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Email: info@creationzmarketing.co.uk

Greggs - How to Manage a Social Media Attack

Having just returned from holiday, I was interested to read of how Greggs the Bakers had turned a PR nightmare into a success with a well-executed response to an online attack.

After having its online Google profile hacked and an offensive logo visible for all to see, thousands of users where quick to take to social media to point this out to the company.

It was very clear that Greggs had a team in place to handle this nightmare and who all dealt with the effects quickly and with humour and good grace – replying to tweets and posts as they came in.  Not only did this work in their favour but it also helped Greggs come out of this positively.  I am sure all businesses can learn a lot from this.

When a business is attacked online, the natural instinct is to revert to a defensive line which can actually prove harmful to a business, but there are a few steps you can take to help look after your online brand image:

1. Make sure you have a clear plan in place which covers:

  • How negative posts are going to be handled
  • Who is going to respond to the negative post
  • How are you going to respond positively
  • Can the post be removed

2. Act quickly so that online users know you are dealing with it but give yourself a little breathing time – there is nothing worse than reacting and then wishing you had handled the situation better.  

3. Keep human – people respond better if they feel this is being handled by a real person not an automated response

If you would like to know further steps you can take online to protect your online brand image then please email claire@creationzmarketing.co.uk.

 

22 Aug 2014

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Very helpful.  Claire spoke at my level of understanding.  I will try and undertake the advice Claire has given as soon as possible.

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