Game Company Addresses Epic PR Failure on Reddit

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impactnow
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Evangelist
PR responsibility
impactnow   1/29/2012 12:57:42 AM
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Mitch while I agree I also worked in HR for a number of years and understands the complexities for an individual with a term like professional behavior. It requires allot of evidence of understanding and places a lot of the burden on the company to demonstrate the communication and understanding of these tenets. Most companies usually cannot demonstrate this and walk away.

Mitch Wagner
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Blogger

impactnow - I am not a  lawyer, but businesses that go to court are often held to the standard of common professional behavior. An argument could be made that the contractor failed to meet that standard here. 

impactnow
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Evangelist
PR failure and responsibility
impactnow   1/24/2012 1:14:39 PM
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Mitch a firm probably could based on their contractual terms and individual might be more tricky based on education understanding of job responsibilities etc. But many people have been fired for inappropriate posts on social media that have set the precedent for issues such as this one.

Mitch Wagner
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Blogger
Re: PR failure
Mitch Wagner   1/23/2012 3:16:19 PM
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As a contractor, I wonder if the PR firm could be held accountable for alienated business. Violation of industry practices, and all that. It would probably be more trouble than it's worth to pursue payment, though. 

impactnow
User Rank
Evangelist
PR failure
impactnow   1/23/2012 10:29:02 AM
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Any time an individual interacts with a customer on behalf o a company this can be the case virtually or in person—the difference is that the virtual interactions is quickly available to million on the web in seconds. Companies should have controls over those that are interacting online with clients and they should be managed carefully—random sampling of texts etc. Instituting such mechanisms will help if not eliminate the issue. An interesting question would be if the employee could be held liable for damage done to the company's reputation based on his actions—that may stop the temptation by any representative in the future.

cmophil
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Proponent

Hmm. Sounds like an opportunity for another type of social network.

Barbara Krafte
User Rank
Evangelist

And to your point Mitch, my guess is that was well communicated to the holder of those accounts because according to VentureBeat, the next thing you know, the company was "happy to report they [marketing agency] have abruptly become very forthcoming regarding digital assets they were previously withholding."

 

Mitch Wagner
User Rank
Blogger

Barbara Krafte - According to N-Control's new PR point man, in retaliation for having its contract terminated by the company, the former agency held the three accounts hostage in exchange for being rehired with a long term contract, refusing to provide/transfer access or shut down the accounts.

That's the kind of thing that people go to prison for. And not metaphorical prison, either. 




Barbara Krafte
User Rank
Evangelist

Magneticnorth -

I'm surprised no one came up with your great line during the on-line uprising over the issue. BTW, anyone who wants to see a PR machine out of control, you can read the emails that show just how not N-Control the company was - http://venturebeat.com/2011/12/27/ocean-marketing-how-to-self-destruct-your-company-with-just-a-few-measly-emails/

And, if it wasn't already bad enough, in addition to the website, the company also outsourced its email and twitter accounts to the marketing services agency. Unbelievably, the outsourced agency held sole administrator access to all three. Wait, it gets even worse. According to N-Control's new PR point man, in retaliation for having its contract terminated by the company, the former agency held the three accounts hostage in exchange for being rehired with a long term contract, refusing to provide/transfer access or shut down the accounts.

The lesson(s) . . . way too many to count. At the very least it shows the downside of viral marketing, which could have been avoided had there not been such a reckless disregard for management and marketing by those at the top. 

Mitch Wagner
User Rank
Blogger

Ha! N-Control was out of control. I wish I'd thought of that for the headline. 

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