Comments on: When Social Media Crisis Strikes: What Texas Tech Could Have Done Differently with Its Football Fan Base

By: soegemaskineoptimering

soegemaskineoptimering — Sat, 12 Jun 2010 11:37:11 +0000

Hi, I think your site is very interesting. I found it via Bing. Will definitely come back again

By: Ben Samples

Ben Samples — Sat, 23 Jan 2010 00:13:29 +0000

Thanks for the reply, Kathleen. I agree that many companies overlook the necessity of a social media crisis plan until they find themselves in the midst of their own crisis – maybe 2010 will be the time for a change?”

By: Charlie Quirk

Charlie Quirk — Sat, 23 Jan 2010 00:09:05 +0000

Great post Ben,

They are all valid points. Brands (and that includes sports teams of all types), must realize that social media is all or nothing – you can’t be half pregnant. If a team wants to capitalize on the heightened fan engagement when things are going smoothly, they must be prepared to handle the potential negative fallout when things turn a little controversial.

I understand that a public forum of this nature must be censored for offensive content, but in the case of fans expressing civilized dissent, Tech was out of line in locking them out from expressing their opinions publicly.

The transparent forum that SM provides teams should be seen as good thing. Censoring harmless fan opinion with an iron fist is only likely to alienate the diehard fans – the very same ones who care enough to comment in the first place!

Once again, great post, have a good weekend!

By: Kathleen Greenhaw

Kathleen Greenhaw — Fri, 15 Jan 2010 19:26:48 +0000

I think a solid social media marketing strategy is something many companies and organizations may overlook, especially in a time of crisis, but these websites and tools might be one of their best lines of defense to deescalate a situation and repair/build their reputation online.

Resources like Twitter and Facebook can provide instant feedback to customers, clients and members of the public to answer their concerns and provide an official company response rather than remaining silent or deleting social media posts, which can leave a bad taste in the mouth of those who have complaints or are regularly following a company via social media.