Everything You Need To Know To Protect Your Corporate Reputation in Social Media You Learned From Your Mother

06. No one said this would be easy.

When Twitter rallied against Progressive Insurance in support of a grieving blogger and his family, Progressive began auto-delivering the same scripted response over and over, proving there are few shortcuts to person-to-person compassion.

The Lesson? Resist the urge to copy-and-paste, or script responses, especially in times of crisis. Social networks like Twitter are predicated upon personal interaction. If you can’t engage each individually, then truly consider not engaging at all.

Progressive robo-tweets spark social media crisisPro tip for big brands: When talking on Twitter about how you handled a customer\’s tragic accident, the phrase \"contractual obligations\" is unlikely to play well.
\"Embedly
via Cnn
‘}”>
Progressive robo-tweets spark social media crisisPro tip for big brands: When talking on Twitter about how you handled a customer’s tragic accident, the phrase “contractual obligations” is unlikely to play well.
 
Embedly Powered

via Cnn