Without joining the bandwagon of people who are attempting to defame Nestle’s online reputation, here is a fair view of how a global company like Nestle can learn to handle this attack through online media.

This type of incident can surely destroy a company, who should instead directly, honestly and personally address this issue rather than escalate it with a hostile approach to criticisms.

Nestle’s online reputation downfall started when Nestle’s Facebook page was flooded with protests and complaints from people over Nestle’s Palm Oil actions in Indonesia and deforestation that endangered orangutans. Already a heated issue,  Nestle added to the fire by posting on their fan page:

“Nestle To repeat: we welcome your comments, but please don’t post using an altered version of any of our logos as your profile pic – they will be deleted.”

This sparked a wild fire that will only be put to rest when the moderator cordially and patiently talks to sort Nestle’s tainted image and not further taint it with such comments.

Customers have increasingly started using social media as a medium to vent their anger as this provides them a platform to be vocal about their thoughts and views. Companies should take these criticisms with a pinch of salt and try to rectify these issues without any ego.

As I have mentioned in my previous blog on Social Media Etiquettes, Nestle should have simply read the rude remarks and politely responded back. They should appoint a customer care representative to answer their questions politely. In a state when people are angered, humility and modesty should take the front seat instead of hautiness.

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• Introduce your self and your company before adding people relevant to you and your business.
• Don’t blow your own trumpet: Do not talk too much about yourself and promote only your company without understanding the wants of your audience.
• Talk what’s relevant to your audience and community: Double check and ask yourself before submitting a blog if it is what your community will be interested in reading?
• Listen and Respond: If your community is actively responding to your blogs and tweets, it is a good gesture to acknowledge it and reply back in time. Engage them before they loose interest.
• Constantly Participate in social media interactions. This will help you have an everlasting quality group of community and relationships.
• Being Gregarious is one of a valuable social etiquette that rules the charts.
• Be Politically Correct: Do not make any statements just because someone in some blog says so, without being backed by a solid source. This is basic ethic to not join the rat race.
• Rise Above the Noise: If someone is making rude comments on your blog or other social networks, do not engage in a row over the matter. Instead, listen to what they have to say and politely respond back.
• Do not engage in personal conversations on your corporate blog or social network.
• Show your Soft Skills: Value your audience and respect them.

With these etiquettes, your company will develop an honest and authentic voice that your stakeholders will value over time. Do share your inputs with iridium Interactive about what your social media etiquettes are.

Follow us on @iridiuminter or my personal twitter @sbharatam.