I received this interesting clip from a friend. Novo Nordisk fans were reacting negatively to the Paula Deen deal on Facebook, but some advocates stepped in to defend the brand without brand interference. Below, you'll see that the Novo Nordisk community manager "played it cool" by only reminding the fans of the FDA guidelines. Good approach to issue management in social media.
Here are the best practices this mini case study underscores:
- First, monitor closely
- If the community handles the issue itself, continue to host the conversation -- do not interfere
- If someone does not abide by the communication guidelines, step in and send a reminder