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How Not To Do Social Media: An Example Thanks to Applebee’s Facebook Meltdown This Week

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Controversy broke out when one of Applebee's employees shared a photo of a customer's rude quip on a receipt and a waitress was fired. Shortly afterward thousands of people took to the company's Facebook to voice their opinions. That is when the company seeming broke all the rules about proper social media use by a company. The company's page was spamming people, arguing with commenters, banning users unnecessarily, hiding posts, and more. With over 3.8 million fans on Facebook you'd think they would have known better.

If you've ever wanted to see a social media brand manager meltdown take a look at the article "Applebee’s Overnight Social Media Meltdown: A Photo Essay" by R.L. Stollar. The article is a bit long but worth the read to know what exactly Applebee's social media team did and not to repeat it yourself. Anyone know what happened to that Applebee's team member?

ONE COMMENT ON THIS POST To “How Not To Do Social Media: An Example Thanks to Applebee’s Facebook Meltdown This Week”

  1. raymond allen 123 February 18, 2013 at 5:54 pm

    After this statement, http://applebees.mwnewsroom.com/manual-releases/Statement-from-Applebee-s-President-Mike-Archer Applebees continues to delete posts and block users from posting on its facebook page if you post a negative comment, comment concerning chelsea welch or if you “like” a negative comment. Applebees has not reinstated any posting privelages to those it has blocked from posting on its page so that we can participate in the so called forum. Some of us have created a second facebook acct. but we still cannot post on the applebees facebook page, here is where we are gathering https://www.facebook.com/PickingApples2013 to talk about the Chelsea firing and the low wage that servers are paid. As you can see, there is not any foul language used ,please visit the site to see the conversations, it may be news worthy.
    Applebee’s also claims the young girl was fired due to violation of privacy policies well, how about this policy violation that can be found here http://nrn.com/latest-headlines/applebees-offers-interview-creator-hirekevin-social-media-campaign?page=2 we now know where we can locate amanda. SMH

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