I check the news every night, day, and morning on Twitter (yes, in that order).
You may know why, and if you don’t, you should…
it’s because Twitter is a blazing fast information path.
For business these days, being on top of what is going on around the world, and the potential of breaking world news impacting your business reputation in all ways, is ESSENTIAL. It has become Social Marketing 101, and perhaps #1 on that list of 101, is for big business to employ a REAL person to monitor BREAKING WORLD NEWS on Twitter… 24/7.
This morning’s news is a perfect example of why –
Case Study @Uber_Sydney and the Hostage situation –
Sydney, Dec 15, 2014
As I write, it is currently hitting midnight in Sydney Australia. When I woke, I found out about the hostage situation through this post on Twitter:
The next post I read was this:
I responded with:
To which Uber Sydney responded:
During the time BEFORE Uber responded to my Tweet, I had already posted the following to my Linkedin and my several Twitter accounts:
And then I saw the Uber response and decided to sit down and write this article…
BECAUSE there is no better teacher than reality.
So the lesson here? “Automated” may not always be better than human control?
(but a definite yes…as a secondary consideration)
The lesson here is that if Uber Sydney had not had REAL people watching their social media, aka Twitter, in REAL-TIME at MIDNIGHT in Sydney, they would never have been given the excellent opportunity to catch the blazing fast Twitter PR negative that was about to go viral on them around the world
(and probably still will)
AND turn it around into a social media PR positive by immediately correcting the situation and offering FREE rides to counteract their “automated system’s” fatal un-human-ated PR blunder of upping pricing during a Hostage situation in Sydney.
Social Media Marketing 101 – Crisis Situation