Despite the statement, the employees of the online department spent an entire weekend conducting an explanatory dialogue and deleting discriminatory posts.
The post had a huge impact: the parties for and against a third runway also engaged in a battle that was completely different from the original topic. However, the community management handled the shitstorm well and professionally.
at Spar Austria, where a significant shitstorm portugal whatsapp data led to it being removed from the shelves again soon after. The well-known Lindt Advent calendar "1001 Christmas Dreams" was also affected. The oriental motif reminded many customers of the refugee issue and thus triggered a lively debate.
Conclusion
Political issues in particular are critical to community management. Therefore, check your operational processes, products, advertising media and suppliers for their crisis potential. Use consistent monitoring so that you don't miss anything. Introduce crisis guidelines, checklists and manuals that support the crisis team if the worst comes to the worst. In general, communicate openly, authentically and professionally. Above all, be personable and speak to your fans personally. Most importantly: meet them at eye level.
If you don't have a community manager, talk to us. We will support you in your dialogue with your fans and followers.