Andy on Twitter

  • I've also realised that my spelling on Tweets is about 1000x worse than anywhere. It's embarrassing. Oh well.,
  • Looing at speakers at big B2B conferences before I register makes me depressed. Want to hear from makers and doers… ,
  • Woohoo! Time eliminate manual note-taking and end not knowing if your Salesforce records are up to date... Dubber U… ,
  • Would be consistent with what they’ve done around the world. And their right to do so. What the Aussie Govt is prop… ,
  • It’s interesting to me how when a company () details how it will respond to legislation it is deemed by the… ,
  • Good read on the interference of Govt in how the Internet works... Internet's founder, US officials slap down News… ,
  • OMG. So sad... ,
  • Good look at the impacts of SAH on compliance and tech... Be Prepared to Stay at Home in 2021 – even if you don’t w… ,
  • Dense Discovery is still my favourite newsletter. Look forward to it each week. Well worth supporting IMHO.… ,
  • Great read... I Feel Better Now | Jake Bittle ,
  • Another great example of cluelessness. Google has a right to exercise inordinate power over its own products. Just… ,
  • via ... is hard for us here to laugh. States now run the country abs SOMO sitting on the sidelines. ,
  • Connect

Taco Hell

It’s been widely reported but it’s still worth noting as one of the first significant crisit born of mobile video meeting mass distribution channels. As AdAge says, “Your brand disasters will now be broadcast. Widely and instantly.”

Image

And there is nothing worse than a image-based crisis. Words are soft and squishy things that sow seeds ouf doubt. Images reaffirm doubt absolutely. “The video of a dozen rats scampering around a New York KFC/Taco Bell restaurant was clearly bad news for the reputation of the Yum Brands businesses, which were already reeling from an E. coli episode last year that some believe has contributed to a Taco Bell sales slump.”

AdAge goes on to say: “No crisis is just a local crisis. The rats running amok at the Greenwich Village eatery were first reported on early-morning TV news by a New York station, WNBC-TV, following a consumer call to its tip line. But by the time Yum Brands put out a statement addressing the issue on its home page and media wires — 2:06 p.m. EST — the stomach-churning video had already raced over the internet and made it to numerous other TV stations.”

But the web isn’t just the perfect distribution medium – it’s also the perfect archive. This will live on forever, creating a permanent link between the brand and hygine. If your crisis plan doesn’t now include search-engine optimization, it should. At the time of crisis you would expect to proactively buy search terms to push positive messages on how you are fixing the problem. As AdAge rightly points out “So at some points on Feb. 23, a Google search for “rats” and “KFC” resulted in sponsored links for KFC, followed by a host of exterminator links. “There was no evidence of any advertising against negative search terms on Google,” said Mr. Blackshaw. “This is a missed opportunity because the organic search results generally reinforced negative perceptions about food hygiene.” This is a classic miss.

Speak Up — Add Your Thoughts

Connections

  • Connect
How did you connect?   [?]