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How to Avoid Twitter Infamy [CASE STUDY]

by Team Caffeine · 2 comments

Tiger Escaped

Infamy is all about being famous for all the wrong reasons.

Previously, we’ve looked at businesses who made themselves Twitter infamous.

You don’t want to do that, right?

Here are two simple steps you can follow to make sure your sterling reputation remains intact. As it should be.

Verify Before You Share

News spreads fast on social networks. These days, stories often break on Twitter before they hit the headlines. It’s well known that journalists scout out social networks to find stories.

The trouble is, rumor spreads as fast as news.

Back in 2011, London was engulfed in riots. The streets were in chaos, with vehicles and buildings being set on fire. Rioters smashed open stores and looted their stock.

London-based DJ Twiggy Garcia decided to play a prank in the midst of all the rioting. He tweeted:

#LondonRiots hearing reports that london zoo was broken into and a large amount of animals have escaped. Too far! Thats not cool 🙁

Thirty minutes later, Twiggy’s friend Ty Evans Akingbola followed up the prank by tweeting a blurry photo of a tiger accompanied by the tweet:

The story was retweeted, and spread at lightening speed. It was even picked up by a Russian TV news station.

Eventually, the story was exposed as a fake. The picture was a 2008 photo of a tiger who’d escaped from an Italian zoo.

So, remember: verify your sources. If in doubt, don’t publish.

As Abraham Lincoln once said:

“The problem with internet quotes is that you can’t always depend on their accuracy.”

At least, we think he might have done.

Put Out Fires Before They Spread

According to a survey by J.D. Power, two thirds (67%) of consumers have used social media to receive customer service.

In the same survey, 87% of consumers said their interaction with a brand online “positively impacted” the likelihood that they’ll make another purchase from that brand.

You’d think the message was clear. Get onto social media, look for complaints about your brand, and deal with them.
Here’s the shocker. Seventy percent of businesses ignore customer complaints on Twitter.

Make sure you’re one of the good guys. Put out the fires before they spread.

That’s what’s good for your customers, and ultimate it’s good for your brand.

Lori R Taylor is the founder and executive editor of Social Caffeine. In 2009 she started her own direct response focused social media agency, REV Media Marketing LLC, coining the phrase given by her young son, “You bring the rain, we’ll make it pour.” Follow Lori on Twitter.

David is our acting editor. He’s British, but we don’t hold that against him.

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{ 2 comments… read them below or add one }

Ben Murray - VirtualPioneer.com September 17, 2014 at 3:40 pm

Thanks for this! It’s not worth getting a little spike in traffic if you have to damage your brand long term. Its all about lifetime customer value.

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Christopher Watkins September 22, 2014 at 7:48 pm

Proof positive again the blessing and curse that is social media’s immediacy and rapidity. Perhaps to follow in the footsteps of #SlowFood, we now require #SlowSocial!

Cheers for a fine read, a pleasure to share …

Regards,

Christopher Watkins
Social Media Manager
fisher VISTA / HRmarketer

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