How Brands Respond to Facebook Attacks

A session at SXSW Interactive 2011

Tuesday 15th March, 2011

11:00am to 12:00pm (CST)

What should brands do when their reputations are taking a beating in front of millions of eyes on the world's largest social network?

If they're smart, they won't go the way of Nestle, which chose sarcasm and silence on its Facebook Wall in confronting an attack from Greenpeace earlier this year.

Instead, brands will follow the lead of companies like Capri Sun, which responded to a major customer complaint by regularly sharing the facts and then truly listening to their fans, ultimately averting a crisis.

From discussions on striking the right tone, moderating fan comments, and planning content, our panelists will share stories and best practices that demonstrate how brand marketers can answer and engage their Facebook critics.

LEVEL: Intermediate

About the speakers

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Laura P Thomas

Accredited Business Communicator. Public Relations Mgr. Digital Marketer. Social Media Strategist. Mom. Wife. LSU Tiger. Dell employee. Contributor @DellChannel bio from Twitter

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Michael Lazerow

CEO/Founder: Buddy Media, GOLF.com, U-Wire/Student Advantage, Lazerow Consulting. http://www.michaellazerow.com bio from Twitter

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Bryan Person

Working at the intersection of Social + #CustServ for @SocialDynamx. Social Media Breakfast founder. Christian, husband, dad, Red Sox fan. Based in Austin, TX. bio from Twitter

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Ekaterina Walter

Intel Social Media Strategist |Trendsetter|Speaker|Connector|Bookworm|Passionate Marketer|Proud Mom|Social Coco Chanel and yes, I tweet w/European accent bio from Twitter

Next session in TX Ballroom 1

12:30pm Social Contests: Brand Loyalty Builders or Lazy Marketing? by Kelly Ripley Feller

22 attendees

  • Alyssa Jones
  • Bryan Person
  • Cat Posey
  • Chris Brashear
  • Cristiano Dias
  • Ekaterina Walter
  • Lars Holst Lyberg
  • ijbro
  • C.J. Jackson
  • kajsabengtsson
  • keithmcarthur
  • michael lazerow
  • Lindsay Tanchuk
  • Laura P Thomas
  • Marcelo Tripoli
  • Noland Hoshino
  • Patricia Marinho
  • Rachel R
  • Stephanie Gaspary
  • Jen Nifer
  • Stefan Nowak
  • Bridget Houlihan

22 trackers

  • David Damore
  • Barbara R. S.
  • Carson McDonald
  • Dan Weingrod
  • Gordon Kennedy
  • Jen Lee Reeves
  • Justin Silva
  • Wade Austin
  • Orson Ka'ili
  • kathybabb
  • Katie Felten
  • Kendall Morris
  • Marty DeAngelo
  • David Beaudouin
  • Pelle Sten
  • Penny Kim
  • Laura Fitton
  • Trish Lawrence
  • Eddie Garrett
  • Sean Bell
  • Jim Durbin
  • TyKisha

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Time 11:00am12:00pm CST

Date Tue 15th March 2011


TX Ballroom 1, Hyatt Regency Austin

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  • Think Like Zuck

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