Last month Starbucks’ Facebook page was taken over by several users who started broadcasting racist and offensive messages to the page’s 7.5 million fans.
A post over on Reputation Online ‘An interesting example of crisis management from Starbucks‘ received some comments on, well, comment moderation. Author Vikki Chowney noted that while well within their terms of use [and common sense] for deleting the comments, the brand could’ve posted something to explain what had happened and that the content was now removed. Apparently at the time there was a lot of online chatter discussing the issue but then the page appeared completely unaffected.
Most were in agreement, Starbucks did the responsible thing in removing the comments, but Community Management 101 would suggest that maybe they could’ve given all the members of the community a heads up – it only served to make them look great in terms of the speed of response!
[Via Drew Benvie]
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