Comments on: Using Social Media For Crisis PR – What Maclaren Could Have Done Differently http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/ Strategic media relations for companies large and small Tue, 13 Jul 2010 02:37:21 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Baby Stroller http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-946 Baby Stroller Fri, 02 Jul 2010 15:40:59 +0000 http://jeffrutherford.com/?p=244#comment-946 Having a blog, social media profile, and company website will be definitely give a boost on the company's reputation because people will feel that they are more focus on customer satisfaction than sales. Having a blog, social media profile, and company website will be definitely give a boost on the company's reputation because people will feel that they are more focus on customer satisfaction than sales.

]]> By: Maclaren’s Crisis Management: What would you do? « Marketing http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-897 Maclaren’s Crisis Management: What would you do? « Marketing Mon, 18 Jan 2010 08:58:22 +0000 http://jeffrutherford.com/?p=244#comment-897 [...] For more information Using Social Media for Crisis PR: What Maclaren Could Have Done Differently [...] [...] For more information Using Social Media for Crisis PR: What Maclaren Could Have Done Differently [...]

]]> By: davidbaer http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-926 davidbaer Sat, 16 Jan 2010 12:18:00 +0000 http://jeffrutherford.com/?p=244#comment-926 Small Business owners are largely forgotten. Thats why I only focus on them. I have experience several members of my family file bankruptcy due to small business failures. I also I suffered through 2 destroyed businesses due to failure however, in my failings I have learned some of the secrets to success. (Who can say they know it all?)<br><br><a href ="http://www.onlineuniversalwork.com""_blank" rel="nofollow">smallbusiness/a></a> Small Business owners are largely forgotten. Thats why I only focus on them. I have experience several members of my family file bankruptcy due to small business failures. I also I suffered through 2 destroyed businesses due to failure however, in my failings I have learned some of the secrets to success. (Who can say they know it all?)

smallbusiness/a>

]]> By: jeffrutherford http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-879 jeffrutherford Fri, 13 Nov 2009 01:43:26 +0000 http://jeffrutherford.com/?p=244#comment-879 Shoutblaze, you're exactly right. Not answering Facebook questions from customers outside of the U.S. is inexcusable. Maclaren is learning a painful lesson about managing a crisis via social media. Shoutblaze, you're exactly right. Not answering Facebook questions from customers outside of the U.S. is inexcusable. Maclaren is learning a painful lesson about managing a crisis via social media.

]]> By: ShoutBlaze http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-878 ShoutBlaze Fri, 13 Nov 2009 01:29:13 +0000 http://jeffrutherford.com/?p=244#comment-878 Maclaren did respond to the initial crisis, but their response shows that they underestimated the power of Social Media and in doing so have created another crisis. The "voluntary recall" issued was for the U.S. only, but news of the recall went global through Social Media, prompting Maclaren stroller users in other countries to wonder whether the recall was really out of concern for the children, or was due to pressure from the U.S. Consumer Safety Commission (CSC). Maclaren's defensive souding response to the queries from other countries was that " Our analysis suggested that the number of incidents in the UK and Europe did not warrent similar action...." Worse yet is the fact that when I checked Maclaren's U.S. Facebook page, questions from stroller owners in Italy, the UK, Canada and India went unanswered, even though comments from the U.S. received a Maclaren response. So instead of showing their concern for the problem of children getting their fingers amputated, they chose to adopt a defensive posture and address only what the CSC made them. A truly responsive, compassionate response would have been to make the safety fix available to all stroller users, disseminate the recall information worldwide, and, as an extra measure, work with the industry to prevent injuries from other makers' umbrella strollers. This would not have cost the company much more financially, but would greatly reduce the toll this crisis will take on their brand. Maclaren did respond to the initial crisis, but their response shows that they underestimated the power of Social Media and in doing so have created another crisis. The “voluntary recall” issued was for the U.S. only, but news of the recall went global through Social Media, prompting Maclaren stroller users in other countries to wonder whether the recall was really out of concern for the children, or was due to pressure from the U.S. Consumer Safety Commission (CSC). Maclaren's defensive souding response to the queries from other countries was that ” Our analysis suggested that the number of incidents in the UK and Europe did not warrent similar action….” Worse yet is the fact that when I checked Maclaren's U.S. Facebook page, questions from stroller owners in Italy, the UK, Canada and India went unanswered, even though comments from the U.S. received a Maclaren response. So instead of showing their concern for the problem of children getting their fingers amputated, they chose to adopt a defensive posture and address only what the CSC made them. A truly responsive, compassionate response would have been to make the safety fix available to all stroller users, disseminate the recall information worldwide, and, as an extra measure, work with the industry to prevent injuries from other makers' umbrella strollers. This would not have cost the company much more financially, but would greatly reduce the toll this crisis will take on their brand.

]]> By: Turning a Manufactured Risk into a Risk Management Technique: Social Media « Risky Chronicles http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-858 Turning a Manufactured Risk into a Risk Management Technique: Social Media « Risky Chronicles Thu, 12 Nov 2009 22:59:27 +0000 http://jeffrutherford.com/?p=244#comment-858 [...] into the benefits of social media in a public relations/media crisis. Jeff Rutherford in his blog, Using Social Media for Crisis PR – What Maclaren Could Have Done Differently, offers an excellent road map for how Maclaren could have used social media to handle its product [...] [...] into the benefits of social media in a public relations/media crisis. Jeff Rutherford in his blog, Using Social Media for Crisis PR – What Maclaren Could Have Done Differently, offers an excellent road map for how Maclaren could have used social media to handle its product [...]

]]> By: jeffrutherford http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-856 jeffrutherford Thu, 12 Nov 2009 17:43:26 +0000 http://jeffrutherford.com/?p=244#comment-856 Shoutblaze, you're exactly right. Not answering Facebook questions from customers outside of the U.S. is inexcusable. Maclaren is learning a painful lesson about managing a crisis via social media. Shoutblaze, you're exactly right. Not answering Facebook questions from customers outside of the U.S. is inexcusable. Maclaren is learning a painful lesson about managing a crisis via social media.

]]> By: ShoutBlaze http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-855 ShoutBlaze Thu, 12 Nov 2009 17:29:13 +0000 http://jeffrutherford.com/?p=244#comment-855 Maclaren did respond to the initial crisis, but their response shows that they underestimated the power of Social Media and in doing so have created another crisis. The "voluntary recall" issued was for the U.S. only, but news of the recall went global through Social Media, prompting Maclaren stroller users in other countries to wonder whether the recall was really out of concern for the children, or was due to pressure from the U.S. Consumer Safety Commission (CSC). Maclaren's defensive souding response to the queries from other countries was that " Our analysis suggested that the number of incidents in the UK and Europe did not warrent similar action...." Worse yet is the fact that when I checked Maclaren's U.S. Facebook page, questions from stroller owners in Italy, the UK, Canada and India went unanswered, even though comments from the U.S. received a Maclaren response. So instead of showing their concern for the problem of children getting their fingers amputated, they chose to adopt a defensive posture and address only what the CSC made them. A truly responsive, compassionate response would have been to make the safety fix available to all stroller users, disseminate the recall information worldwide, and, as an extra measure, work with the industry to prevent injuries from other makers' umbrella strollers. This would not have cost the company much more financially, but would greatly reduce the toll this crisis will take on their brand. Maclaren did respond to the initial crisis, but their response shows that they underestimated the power of Social Media and in doing so have created another crisis. The “voluntary recall” issued was for the U.S. only, but news of the recall went global through Social Media, prompting Maclaren stroller users in other countries to wonder whether the recall was really out of concern for the children, or was due to pressure from the U.S. Consumer Safety Commission (CSC). Maclaren's defensive souding response to the queries from other countries was that ” Our analysis suggested that the number of incidents in the UK and Europe did not warrent similar action….” Worse yet is the fact that when I checked Maclaren's U.S. Facebook page, questions from stroller owners in Italy, the UK, Canada and India went unanswered, even though comments from the U.S. received a Maclaren response. So instead of showing their concern for the problem of children getting their fingers amputated, they chose to adopt a defensive posture and address only what the CSC made them. A truly responsive, compassionate response would have been to make the safety fix available to all stroller users, disseminate the recall information worldwide, and, as an extra measure, work with the industry to prevent injuries from other makers' umbrella strollers. This would not have cost the company much more financially, but would greatly reduce the toll this crisis will take on their brand.

]]> By: SocialMediaParenting http://jeffrutherford.com/using-social-media-for-crisis-pr-what-maclaren-could-have-done-differently/comment-page-1/#comment-850 SocialMediaParenting Tue, 10 Nov 2009 19:38:47 +0000 http://jeffrutherford.com/?p=244#comment-850 You're right on point Jeff. The difference between what they did and what they could have done is night and day - when talking in the realm of social media, PR and crisis management.<br><br>At first I could not find their Twitter account. Then I saw it in the "maclaren" stream. It's @maclarenusa = one word so unless they use "maclaren" in their tweet it will not show up in the maclaren stream for thousands to see. If you go to the @maclaren twitter page you will see little to no engagement from parents. I bet most don't know they have a twitter account.<br><br>I posted my question their and have yet to receive a response. We'll see if anyone is listening. You're right on point Jeff. The difference between what they did and what they could have done is night and day – when talking in the realm of social media, PR and crisis management.

At first I could not find their Twitter account. Then I saw it in the “maclaren” stream. It's @maclarenusa = one word so unless they use “maclaren” in their tweet it will not show up in the maclaren stream for thousands to see. If you go to the @maclaren twitter page you will see little to no engagement from parents. I bet most don't know they have a twitter account.

I posted my question their and have yet to receive a response. We'll see if anyone is listening.

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