Censorship articles regarding United:
FROM: PR 20/20 - Public Relations & Marketing
TITLE: Corporate Social Media Management
BY: By Laura Pinter
PART OF THE ARTICLE:
Lately, a number of big brands are making headline news, and not necessarily for the right reasons. Social networks have become extremely powerful tools for business’ crisis communications, but one slip can cause immediate and sometimes irreversible brand damage.
Last week, Progressive Insurance (@Progressive) faced a great deal of social media backlash for their response to a customer’s criticism following the death of a policyholder. It wasn’t the complaint itself that gained attention; rather, it was Progressive’s response, which was deemed corporate, insensitive, robotic and tardy.
Similarly, United Airlines (@United) fell victim to an outpour of rage on social media after a young girl who was traveling alone got lost, allegedly due to lack of airline assistance. While Progressive’s tale was one of poor crisis communication, United tried to avoid the issue altogether by deleting related comments from its Facebook page.