Social media could play a critical role in business:
Brand reputation hangs in balance
With over fifty companies planning to launch IPO's this year in the
stock exchange, safeguarding the reputation of the organization will be
a key task especially given the trend of where every customer having the
potential of being a journalist by just a tweet, FaceBook wall post, A
Four Square entry, Social Text message, Website uploads or any other IT
platform that can reach millions of stakeholders within a few minutes,
said Professional Marketer Rohantha Athukorala addressing a
communications workshop that was staged at the Ceylon Chamber of
Commerce auditorium recently.
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Rohantha
Athukorala |
A case in point shared was at an International star class hotel a
customer who had caught a stomach bug updated millions of potential
customers by just using a social media platform that resulted in the
President of the hotel chain having to personally attend to the issue as
it was hitting proportions to be a global PR debacle for the
organization. Which explains the importance of this new development said
Athukorala.
What is interesting to note is that according to the 2010 Consumer
New Media Study, 62 percent of consumers believe they can influence
business decisions by voicing opinions via new media channels whilst
almost a quarter having contributed their point-of-view in the last
three months on product complaint that resulted in millions of online
viewers getting exposed to an issue.
The research also indicated that 24 percent had contacted a company
directly and exerted pressure to react to the complaint reported which
was alarming. But the most staggering was that 74 percent expected the
companies to join in the conversations about their corporate
responsibility practices post handling a product complaint issue on a
social media channel which gives the new corporate the power of this
media to hurt the brand reputation reported Athukorala.
The speaker there after elaborated on the recent trends seen when it
comes to Industry communication campaigns. Here the corner stone of
success accordingly to him was that the major players of the sector
talking in one voice so that the state can be clear on the requirement
of the private sector.
This will help fast track a single idea driven communication campaign
just like what the Apparel Industry is onto with the 'Garment without
guilt' campaign or more lately the 'Ozone Friendly Tea' proposition of
the Tea Industry, said Athukorala.
He urged more sectors to develop industry specific campaigns so that
together a Nation Branding campaign can be orchestrated which is the
need of the hour for Sri Lanka.
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