Social media callouts and fair reportage

Since the whole Cracker Barrel/Brad’s wife fiasco went down, I’ve been thinking a lot about how easily it is for a company’s reputation to be tarnished because of social media. This is a fairly new scenario, but I wouldn’t be surprised to find Cracker Barrel’s profits have decreased since the internet went crazy.

Similar scenarios pop up like this all the time on sites like Facebook and Twitter, and when released by people with many followers, can definitely impact a company negatively. For example, Kelly Talbot, the Oilers’ goalie Cam Talbot’s wife, posted a tweet after the season break about a less-than-spectacular experience at a hotel in Banff:

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Sometimes I wonder if people think about other plans of action that don’t begin with a social media rant. Although we have the ability to act as critics and bring awareness to these situations, I can’t help but feel bad for the companies that might not have even known about these issues before they are exposed online. Then again, are there any scenarios that a social media call-out is the best plan of action?

Do we post about our negative experiences with companies before we try to have the issue resolved out of the public light? Are we giving companies enough of a chance to correct their mistakes before taking to social media for rants? Do you think companies are equipped to handle backlash from internet users in a time where certain events can explode and spread online?

These are all questions that I don’t really know the answer to either, so give me your thoughts below.

-Shaleigh

Header source: Getty images, http://www.mirror.co.uk/news/world-news/who-brads-wife-internet-care-10095403

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One thought on “Social media callouts and fair reportage

  1. If a company has a social media account its likely because they are at least somewhat willing to address customer concerns and it’s also a benefit to the consumer that they can escalate visibility if problems with a companies service are serious enough. I’m sure that there’s people who abuse social media in attempts to bring down a company’s reputation but IMO the benefit of social media is a net gain overall.

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