Novo Nordisk Handles Paula Deen Reactions on Facebook

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

 

Posted via email from dotwom's posterous

New FDA Draft of Social Media Guidance Helps....A Little

The FDA released a draft document on how companies can respond to off-label remarks in social media . Basically, medical staff from the company can acknowledge the off-label post only if the post is unsolicited and mentions the product name.

When communicating with the user, the public response can only include contact information with full disclosure about the medical staff's relationship with the company.  The rest of the communication has to be directly with the user, through private channels; and it should include standard response information.

The best illustration of this maze of conditional communications came from Dose of Digital. Here's a great decision-tree that you can use to navigate through the new draft guidelines.

Understandably, sales and marketing cannot be involved in these communications.But I hope that future guidance from FDA gives companies ways to share information publicly that can guide all social media readers towards verified information.

Posted via email from dotwom's posterous

FDA Warning Letter: April Fool's?

The word on the street is that the letter Dose of Digital claims it got from the FDA is a....joke! Happy April 1st everyone.

Here is the full blog post from Dose of Digital, claiming that he got warned by the FDA for criticizing the organization so much in his posts.

And as a reality check, here's the latest article from MediaPost about FDA's advancements in guiding companies to step into Web 2.0. It's not the medium, it's the message they say.