Shrimp in cinnamon toast crunch update8/14/2023 ![]() ![]() ![]() heck, even snail mail) and have a way to alert the right people higher up in the organization. There needs to be a way to cross-check outreach from social to other customer service channels (phone, email. We recommend establishing a detailed crisis plan that cascades down to anyone who works on your company's platforms. But more than likely, you're going to fire off a tweet tagging them, or find them on Instagram and slip into their DMs for (hopefully) an immediate response. What happens when you have an issue with a brand? Do you go to their website? Call customer service? Sure, maybe. In fact, it is one of the most public and demanding. Social media is another customer service avenue. Lesson 2: Crisis Is Often a Customer Service Issue You just need a few popular people to see your post and retweet you to get the snowball rolling down the hill.Īnd once one or two of the aforementioned reporters decide to engage and write about the situation? Forget about it. You don't need hundreds of thousands of followers to trigger a social media crisis. This all ultimately results in what we saw here: The New York Times, CNN, TIME Magazine, New York Post, Fox News, E! Online, TMZ, Washington Post, Business Insider, MSN, Vulture, The Cut, and others all covered the story, resulting in a Google search suggestions box that looks like this:Īnd YES, it is true that Cinnamon Toast Crunch drew an unlucky straw that the guy who found the shrimp in question just so happened to be a popular comedy writer with over 100,000 comedy-focused social media followers, and that that comedy writer just so happened to be married to a famous nostalgia-inducing actress from a beloved sitcom and its subsequent reboot that even we watched … but that doesn't matter.įrom their very inception, social media crises are, in essence, hooked up to a bullhorn that is pointed at nearly every member of the media. ![]() Plus, the internet loves schadenfreude and irony-Karp? FISHel? Shrimp? It's a trifecta of hilarity. These journalists work for news outlets that have websites, and those websites need break-neck-timely, many-clicks-worthy, attention-stealing headlines to make ad revenue. We'd have to agree with them Twitter truly is the real-time social network you can go to to find out who's winning on Ru Paul's Drag Race, or if Instagram is down just for you or for the whole country. That was up 13 percent from the year previous, and it is no doubt even higher today. Do not forget that journalists count Twitter as one of their favorite social media networks.Īccording to Muck Rack's State of Journalism report in 2019, 83 percent of journalists called Twitter the most valuable social media network. Sure, at first the crisis may seem like a few rogue tweets giving your social media managers a bad day … but that's only if it is dealt with effectively and efficiently. Lesson 1: Social Media Crisis Is a General Crisis ![]() We'll dig into the shrimpy, sugar-coated mess, and bring you some lessons that we can all learn from it. Social media crises are really only "good" in one way: They allow those of us who are not stuck in the middle of the crisis to observe the situation in real time and gather second-hand learnings, so if we ever end up embroiled in a crisis of our own, we are better equipped to not make the same mistakes, and to execute on learnings we gathered. Pro Tip: Toggle between "Top" and "Latest" to get a good sense of where it all is presently. Want to see where the crisis is now? Here's a link to the topic on Twitter to get you right up to speed on where this is as you're reading along. Also, a piece of dental floss or string or rope? Cinnamon Toast Crunch told him to either ship them the mystery pieces or bring it to a local police precinct? He's bringing it to a lab instead, and placed the box in the passenger seat of his car? And that's not even covering the explosion of memes, jokes and commentary. Since we began writing this piece, there were numerous additional developments.īlack spots on the Cinnamon Toast Crunch pieces in the same box. ![]()
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