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?