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Twitter Faux Pas

Last night we accidentally tweeted from our @RedCross account something that was meant to come from a personal account.  Here’s what it looked like:

We realized our honest mistake (the Tweeter was not drunk) and deleted the above Tweet. We all know that it’s impossible to really delete a tweet like this, so we acknowledged our mistake:

In the meantime we found so many of you to be sympathetic and understanding.  While we’re a 130 year old humanitarian organization, we’re also made of up human beings. Thanks for not only getting that but for turning our faux pas into something good.

You immediately embraced this mix-up and many of you have pledged donations to the Red Cross:

Huge thanks to Dogfish Head Brewery and the micro brew community for encouraging donations.

2 words of caution:

  1. You’ll want to space out giving a pint of blood and drinking a pint of beer for health reasons.
  2. Be careful of Hootsuite!

188 Responses to “Twitter Faux Pas”

  1. This has to be one of best Twitter Faux Pas i have yet to see on twitter.

  2. Not really sure its fair to call Hootsuite out for operating EXACTLY as its supposed to be programmed to do. Smacks of a wee bit of passive-aggressive finger pointing.

  3. Love how you guys handled this. Kudos to you.

  4. What a fantastic outcome and an example of an organization whose response to a small (in the grand scheme o’ things) gaffe is that of good humor and proactive measures. And I’m not just saying this bcs I can imagine myself making the same error. :)

  5. Good point Greg. Didn’t mean to call them out specifically – lots of people have had this issue with all sorts of Twitter software. I meant for Tweeters to be careful!

  6. [...] actually resulted in a slight uptick in donations and interest in giving blood. The Red Cross blogged about how the tweet helped the [...]

  7. Masterfully handled. Kudos to you Red Cross and Dogfish! You can never anticipate how social media dialogue might unfold. This is a great example of why organizations should embrace it, rather than prohibit the technology.

  8. We’ve all sent errant tweets – it’s going to happen when you’ve got multiple accounts going on.

    The reaction is wonderful and I’m going to donate too. Thing is, we’re all human – we’re all people. You owned it, and also proved that things are changing. After all, the social web many times is kind of a reflection of reality. That might make some uncomfortable.. but it’s probably for the better.

  9. Totally going to donate a pint this weekend just for RC’s lighthearted response to this twoops. Will wait ’til next weekend to get slizzered.

  10. Every public information officer or public affairs officer – and so many others – should take a look at how this was handled. Outstanding corrective action and full transparency in explaining what occurred – an example all of us should keep in mind the next time we mis-tweet.

  11. Wendy,
    You do so well making the wonderful RedCross, also
    a terrific presence through new media,
    that we can’t imagine ANYONE not taking this in stride :-)

    And props to @DogfishBeer for so getting it!
    Well done!

  12. When you have 2 twitter accounts linked to one app, this kind of stuff happens. I’ve done it before (@ someone on wrong account, post tweet meant for another, etc.), so I understand the frustration. I’m glad to see some good is coming from this mistake!

  13. [...] morning though, they posted a blog with regards to their faux pas. They not only made light of the situation and apologized, but also [...]

  14. Inspired me to donate! Cheers to the Redcross for all their hard work and Dogfish for their passion for what they do and compassion to turn it positive. This Faux Pas will be win win for everyone!

    @RunsOnBeer

  15. Thanks Ed! And thanks for alerting us!

  16. [...] with a message correcting what had happened early was sent out. You can see a small story on the Red Crosses Blog. Posted in Funny Things | Tags: Dogfish Head, Donation, News, Red Cross, [...]

  17. Decided not to give blood this weekend after all. Going to give blood tonight, instead! Drexel University, TKE Fraternity in Philadelphia. Hooray O+ blood type! Ironically, I used to get kicked out of there when I was in High School and I would try to go there to party. Oh, the (fuzzy) memories.

  18. It’s good to see the Red Cross has such good taste in beer. This kind of thing should be encouraged. (In moderation and with quality craft brews, of course.) Please accept my donation to your worthy cause.

  19. That’s awesome that Dogfish Head promoted donations to Red Cross after that twitter post. RESPECT!!!

    -CHEERS!

  20. Wendy,
    I can’t count how many times I have seen orgs send tweets from the wrong account. It’s bound to happen and you handled it very well. I’m very active on Twitter and I’ve caught myself entering a personal tweet on a work account while using a mobile app. To avoid this issue, I have a different app for each Twitter account I contribute to on my phone. My personal account app is on my home page and the two work accounts are in a folder a couple pages deep. It’s worked so far (fingers crossed).
    Keep up the good work!

    Happy

  21. Enviable candor and a swift response. You folks are doing it right. Muchos props!

  22. This is why I love my co-workers. It also shows that someone’s always on-call and ready. Not just 9-5′ers.

    Cheers!

  23. The two things that are FABULOUS about this is 1. transparency 2. the quick-witted post-faux-tweet from the Red Cross. I actually think that handling it with a bit of humor was the perfect move. Thanks so much for sharing this. I know I’ve made this mistake (tweeting from wrong account) and sharing this makes organizations human.

  24. I’m not sure Greg is referencing but I don’t see anyone calling out HootSuite for working incorrectly. Even from her personal twitter account, Gloria Huang (the red cross employee who sent the tweet) said that it was her “inability to use hootsuite” that cause the rogue tweet. Cite: http://twitter.com/riaglo/status/37853906642014208

    As someone who donates to the Red Cross and often avoids alcohol I am NOT offended by the way this played out but even more impressed by the eloquent way the organization handled the situation. Social media is a powerful and dangerous tool and the Red Cross handled what could have been a terrible PR moment wonderfully. This has improved the way I perceive the organization.

    Cheers ;)

  25. After reading both Tweets, I had the most fun on Twitter than I have in a long time. The rogue Tweet was funny enough, but Red Cross’ response was just classic. I got the impression that everyone respected and loved this great organization even more. Not once did I see an ill harbored response. For me personally, It surely made me want to donate and support for turning my bad day into a great one. Thank you Red Cross for everything that you do. You are much respected and loved.

  26. I live my life in fear of this exact situation [hootsuite is both the bane and the delight of my existence]. Great job turning it into a positive!

  27. Great job on the clean up! You embraced a simple mistake, and made the best out of it. I would love to see how many new fans you have. Great job by Dog Fish Head too!

  28. [...] the full story >>Red Cross Twitter Faux Pas « wolda – the worldwide logo design [...]

  29. Hear, hear! This makes me want to go straight out and donate blood, even though I always get sick when I donate blood.

    Also, fabulous taste in beer!

  30. [...] also wrote a blog post explaining the [...]

  31. You folks are handling this slip with such grace. Being a community manager, I totally understand how these things can happen and how it can feel in the midst of it all (been there). Kudos!

  32. This was one of the most eloquent ways I have seen a rogue tweet get handled. I give the utmost props to the Public Affairs and Social Media team for showing an excellent best practice for all organizations to take note of.

  33. I’m a community manager as well, and have had my own experience with the Twitter slip up. Kudos to RC for handling it with grace and humor.

  34. Thanks for taking all this so well! Very surprised when a friend sent me a link to this post and I found my name in it! I hope you raise a lot of funds/blood. Some of both will be coming from me.

  35. [...] To see a great example of what this looks like in practice, not just in theory, check out how the Red Cross handled this twitter gaffe. [...]

  36. I feel your pain – I once tweeted about the fantastic dinner we were making on the Feeding America account. Next time, I will use your solution!

  37. I can honestly say that this is my favorite thing the Red Cross social media team has ever done (and you guys do a TON of witty, tongue-in-cheek, informative stuff).

    To take something that could have turned into a huge PR headache and make it into something humanizing and endearing (and even inspiring people to give blood or money)… that’s the stuff of PR legend.

    I’m so proud of the way you guys have handled this–three cheers to you!!!

  38. [...] The Red Cross blog explains how the group cleared up confusion and came clean on the error. No harm, no foul. See Twitter Faux Pas. [...]

  39. The response to the mis-tweet was spot on. This will make you more friends + fans. Bravo!

  40. [...] to their followers that they got rid of it (transparency at work). They also owned up  to it with a blog post explaining what happened. Now, instead of people talking about their embarrassing gaff, we’re all talking about how [...]

  41. so Gloria isn’t gonna get fired over this? Yay. Keeping “social media” jobs are hard enough as is.

  42. Nothing wrong with a enjoying a good beer or two now and then.

    As you said you’re only human beings. We don’t expect you to act like a bunch of old school marms. In fact, I find it refreshing to see real human beings handling your account, and real human beings with good taste in beer to boot.

    Also, liked the way you turned the incident around for the greater good. A win-win scenario IMO.

  43. [...] give props to the Red Cross for handling this debacle very elegantly. They spoke openly about their Twitter Faux Pas, in a detailed blog post, manged to get sympathy from their followers, news coverage and a spike in donations with the aid [...]

  44. Hello from HootSuite. We are enjoying seeing this unfold here in Vancouver.

    While Gloria likely just slipped a thumb on her mobile HootSuite and chose the wrong account, it has (remarkably) turned into something great and will likely end up being a solid fundraising day for Red Cross – with thanks to social media and beer (including our wee contribution).

    As an aside, we are happy to help @RedCross get set up with our Pro tool. Just ask and we’ll help ;-) .

  45. Hi Dave! We’d love to get to know the Pro tool and see what it can do. You can find me at HuangG (at) usa.redcross.org – thanks!

  46. [...] top of the Twitter response, the Red Cross wrote on its blog: While we’re a 130 year old humanitarian organization, we’re also made of up human beings. [...]

  47. Priceless. And bravo!

    ch:

  48. [...] It’s since been deleted, natch, but the best part? It resulted in a veritable flood of blood donations. Dogfish Head Brewery made a meme out of the hashtag #gettngslizzerd, asking people to donate. And donate they did: “After I drop off a pint of blood to the @RedCross, I’m replacing it with a pint of @dogfishbeer #gettngslizzerd,” tweeted @ereed812. [...]

  49. Awesome to see you guys handling this with humor and honesty. Well done!

  50. I too love how this is being handled. A very human response to a very human error.

  51. With so many social sites to manage, stuff like this is bound to happen occasionally. You all did just fine handling it and it’s enough to make your team more careful. In fact, you’re probably better off now that it’s played out. I’d recommend considering a follow up post though about why it’s not a good idea to drink beer after donating blood! Could still use this rather humorous post to help get across a serious message.

  52. i love that dude #gettngslizzerd on @dogfishhead is a gal called Wendy!

  53. [...] and their recovery was genius. Lesson to be learned- always be transparent. Red Cross posted the this article, in which they not only owned up to and apologized for their mistake, but also explained the [...]

  54. I learn from the Red Cross social media team every day. Not only are they technical experts (except Gloria’s recalcitrant thumb), but they also have wonderful relationships and immense grace and humor.

  55. In the aftermath of this, your staff is demonstrating a great handle of Twitter and social media PR. You could teach seminars to business idiots on this very topic and never need to solicit donations again.

  56. [...] It’s since been deleted, natch, but the best part? It resulted in a veritable flood of blood donations. Dogfish Head Brewery made a meme out of the hashtag #gettngslizzerd, asking people to donate. And donate they did: “After I drop off a pint of blood to the @RedCross, I’m replacing it with a pint of @dogfishbeer #gettngslizzerd,” [...]

  57. Well done. :)

  58. This was such a brilliant way to handle an errant tweet! I had to put it on my PR Twitter feed @theprlab as an example of how to do things right!

  59. [...] aversion to handle the “rogue tweet.”  She posted within 24 hours about the situation on the Red Cross blog in with such candor and honesty that she posted screenshots of the now-deleted tweet.  In the [...]

  60. Whether we like it or not, social media makes us real. Rather through personality or inadvertent actions, reality smacks us upside the head sometimes from a virtual space.

    This is the only kind of response you can have and still maintain your credibility. Anything else makes you inhuman and, in my mind, not very interesting to follow or engage online. Thanks for that!

  61. There are a lot of ways the Red Cross could have handled this, but it was done with humor and honesty. That’s what Twitter is all about. I’ve made more Twitter faux pas than I can count…and I’ve found that being straight about my mistakes is the best way to go (other than not making the mistake in the first place)

  62. Well played, Red Cross. Well played. Now where is your blasted donate button so we can get you some more people to watch the guy in the social media chair …

  63. Great story. One of the first blog posts that had me wanting to read ALL the comments.

    Nice to see HootSuite jump in….not offended….and offer to help. Kudos.

  64. Well done! Humor will win every single time. And thanks for showing that being human works.

  65. I am so impressed with the Red Cross. Very well done. You had a bunch of ways to have handled this (think Super Bowl fiascoes of recent; maybe Groupon could take a lesson from you). And you took the high road. I’m so glad you’ve received support and praise from lots of folks. Well deserved. I bet Dogfish didn’t suffer too much from your post either!

  66. [...] Red Cross had the right idea; according to the company’s blog, they deleted the tweet and then posted a funny apology. “We’ve deleted the rogue tweet but [...]

  67. The Red Cross is a class operation with a sense of humor. Kudos to the fine folks there for poking fun at their fumble, and to Dogfish Head Brewery for lending a hand.

  68. [...] Red Cross took their mistake a step further by writing a quick blog post that acknowledged their mistake. In it they recognized that while they are “a 130 year old humanitarian organization”, they are [...]

  69. [...] But it gets even better. Dogfish Head Brewery stepped up and, instead of capitalizing on the namedrop, asked their fans to donate to the Red Cross. A class act, followed by another class act. [...]

  70. [...] Red Cross took their mistake a step further by writing a quick blog post that acknowledged their mistake. In it they recognized that while they are “a 130 year old humanitarian organization”, they are [...]

  71. [...] » Twitter Faux Pas – lemonade from social media lemons. Mainly because of a timely correction, transparency and there was a lot of goodwill in the brand already created [...]

  72. [...] Account entschuldigt. Wie die ganze Aktion am Ende dem roten Kreuz geholfen hat, lässt sich auf ihrem Blog nachlesen. Eine schöne, kleine Internetz-Story wie ich [...]

  73. [...] those who can show they have donated. Rather amusingly the Red Cross has responded to this on its blog by cautioning people not to drink alcohol straight after giving blood.This whole story is a useful [...]

  74. Kudos to the Red Cross! We’re all human and in the ever-changing world of social media, we’ve all have that oh s*(& moment! Isn’t that why we are all here?

  75. [...] theme in social media this week was disaster response … literally, with Red Cross turning a no good, very bad situation into an all around win. Taco Bell and Coca Cola also had some [...]

  76. [...] Head noticed the tweet and retweeted it, ensuring many others saw it. From there, the Red Cross used the opportunity to correct the problem and in response, got numerous donations and tons of attention. This is how [...]

  77. I’m so glad that the world and Red Cross has forgiven our Gloria, given to our mission and enjoyed a good laugh over this. Indeed, not a disaster. Remarkably human.

  78. [...] ? The Red Cross turns a twitter faux pas into PR! [...]

  79. [...] Red Cross also posted this blog, which sums up nicely how they dealt with the rogue tweet. (Pay special attention to their [...]

  80. This encompasses all the good and bad of social media as a means of communicating. The good, obviously, comes from the ability to reach tens of thousands of supporters and potential supporters quickly. The bad…ditto. While I wouldn’t classify this incident as a “crisis,” it certainly offers the potential. But the Red Cross acted wisely, quickly, and appropriately…a serious response laced with a smidge of humor and genuine embarrassment. And corrected the mistake quickly. Kudos for averting what could have developed into a mini-crisis and educating the public at the same time!

  81. [...] The Red Cross tells the story best in their blog. [...]

  82. Sounds a well handled situation.
    It may be unfair to suggest that Hootsuite was at fault, not the user, but I’ve more than once submitted feedback to Hootsuite that its dashboard needs to allow users to select against allowing multiple-tweets – another perfect opportunity for such a faux pas to occur

  83. [...] I thought this was an interesting social media mistake ->  http://redcrosschat.org/2011/02/16/twitter-faux-pas/ [...]

  84. Great recovery, Red Cross. This was handled with grace and humor.

  85. Agreeing with Frank, Olivier, Beth.. everyone on the way you handled this. HAT TIP! It was an honest mistake, you didn’t hide from it. It was kinda funny, so you went with the humor. You listened and responded to the feedback, turning the mistake into more of a happy accident. And via your “careful of Hootsuite” warning, you’ve made a commitment to making sure mistakes like that won’t happen again. Again, just well played Red Cross, well played.

  86. [...] Well, late on the evening of February 16th, I got a DM from Wendy saying, “The dreaded tweet! We took care of it.” The Red Cross managed to turn a PR disaster into a fundraising opportunity. All because they’ve built relationships with their network over the past few years, swift action, and knowing how to deal with mistakes. Here’s a play by play of the Twitter Faux Pas [...]

  87. [...] decidiu falar sobre o assunto abertamente, explicando o ocorrido em seu perfil no Twitter e no blog oficial da instituição, tratando o que aconteceu como a simples distração humana que [...]

  88. Best Twitter faux pas EVER!!! Nice recovery!!!

  89. Strange bedfellows, Red Cross and Dogfish Head, but hey! Mistakes happen, and it seems to have been well received. The two should get together and exchange pints.

    #AccidentalAdvertisement

  90. [...] » Twitter Faux PasAmerikanska Röda Korset råkar twittra privat på officiella konton – om konsten att dricka sig packad – och noterar att misstaget ökar donationerna. [...]

  91. [...] Read how the American Red Cross handled the situation on their blog. [...]

  92. [...] as soon as things were gaining momentum and Dogfish Head Brewery joined in on the fun, they wrote a blog post that was once again down-to-earth and funny while staying on The Red Cross message of being [...]

  93. [...] I heard about the Red Cross “Twitter Faux Pas” my first thought was “Oh no, that’s my worst nightmare!” As a PR student, I [...]

  94. [...] the rogue tweet, you can find some great coverage about the series of events from Mashable, the Red Cross, Dogfish Head, and [...]

  95. [...] old humanitarian organization, we’re also made of up human beings,” the Red Cross’s Wendy Harman writes. “Thanks for not only getting that but for turning our faux pas into something [...]

  96. [...] only did @RedCross cover its basis on the micro-blogging site, however its blog detailed the whole story. As a result supporters immediately embraced the mix up, and actually [...]

  97. Thanks for showing what transparency, authenticity looks like in social media. We hear about acknowledging mistakes but more companies need to see what that looks like in practice. Funny, you should track the ROI for the mistake by noting the number of Comments on this blog post, the number RT helping you correct, the surge in mentions of @redcross, and the related surge in blood donations and dogfish beer sold across the county during the same time. If you do that I can use that in all my social media presentation as an example of “when” not “if” something goes wrong in social media, the right action and the ROI that any company can really buy into.

    Wendy
    Xeesm.com/wendysoucie

  98. [...] Red Cross Blog :: Twitter Faux pas ] [...]

  99. [...] As I visit with folks about social media, however, I’m often asked about the risk of an employee tweeting inappropriate information or posting something on Facebook that’s crude. Randy Eilts with GlynnDevins shared the story of how the American Red Cross recently experienced that situation…and I found their response enlightening.  You can access information about it and how the American Red Cross responded by clicking here. [...]

  100. Your organization represents a voice, a vision, and a message that has saved millions of lives. I think anyone “human” is willing to overlook that discrepancy. These things happen. Don’t beat yourself up over it. I can’t wait to give blood next week (Tuesday).

  101. [...] remarkable, however, is the manner in which the Red Cross handled the snafu. They did what most organizations SHOULD do – acted transparently. Rather than obfuscate, deny [...]

  102. [...] Social media woops! -  This is a prime example of how to recover a social media mishap. Not only did the Red Cross acknowledge the mistake, but it spun the error to create a positive view of the group. This could have been a terrible moment for the professionalism of the Red Cross, but with their work, it helped them become more personable to its followers! [...]

  103. [...] it was clear that the public was standing behind us, saw the humor, and embraced our response. I posted the whole story to our corporate blog once I got to work on Wednesday morning, and the rest is history – it was already a viral story [...]

  104. [...] you’ve made a public gaffe, having a sense of humor can turn a negative into a positive. When the Red Cross recently committed a Twitter faux pas, they handled it proactively, thus limiting the amount of [...]

  105. [...] the apology issued on the company’s blog here, the Red Cross [...]

  106. have seen the effects of donating blood and beer and it was weird,funny and terrifying all at the same time haha.

  107. [...] Red Cross acknowledged this in a blog post, writing: “While we’re a 130 year old humanitarian organization, we’re also made [...]

  108. So a mistake was made. Say “oops! – sorry” and move on. Good for you Red Cross for owning the blame and then moving on.
    You are right – we are human. As such, mistakes will be made.

  109. [...] Read the full American Red Cross acknowledgment here [...]

  110. [...] of re-tweets and tweets about the post put that number well into the millions. Although the Red Cross later deleted the tweet and replaced it with one that read,“We’ve deleted the rogue tweet but rest assured the Red Cross [...]

  111. I LOVE how the Red Cross handled this situation. One of my recent blogs is based off of this posting and the Red Cross’ reaction to the rogue tweet, if you’d like to check it out here is the link! http://bit.ly/hHSnAz

  112. [...] seen over the past month online reputation saving campaigns from Taco Bell and, to a lesser extent, Red Cross, but the timing of Charlie Sheen joining Twitter could not have been [...]

  113. [...] found so many of you to be sympathetic and understanding,” a post on the Red Cross’s blog said. “While we’re a 130-year-old humanitarian organization, we’re also made of up human [...]

  114. [...] la Creu Roja a USA fica la pota amb un tweet personal una mica fiestero que es va colar al seu compte d…. Per sort, ho van arreglar ràpid i amb sentit de l’humor… al final, tots som [...]

  115. [...] it was clear that the public was standing behind us, saw the humor, and embraced our response. I posted the whole story to our corporate blog once I got to work on Wednesday morning, and the rest is history – it was already a viral story [...]

  116. [...] acknowledgement and a sense of humor, the incident resulted in increased interest and donations, according to the organization. Dogfish Head, the company mentioned in the tweet, even benefitted from the fortuitous publicity. [...]

  117. [...] From where I’m sitting, they should have led with the apology.  The mistake was made, and any social media agency or professional worth anything knows that once it’s tweeted, the delete button can’t save you.   They could have pulled a Red Cross, and turned it into a positive PR opportunity. [...]

  118. [...] individual tweeted an improper message and that person was subsequently fired. And last month the American Red Cross confessed on their blog after an unintentional tweet was sent. While it was an honest mistake and nobody was fired, the [...]

  119. [...] in their stream. Although they deleted the mistaken tweet, they acknowledged it, blogged about it (here) and their community got behind [...]

  120. [...] matter how fast something is deleted, it’s still out there. So, they took a humorous approach in apologizing to their followers and went about the business of raising awareness for the Red Cross. A company spokesperson noted [...]

  121. [...] Thoughts?  The American Red Cross handled their rouge tweet a few weeks back beautifully.  Chrysler on the other hand, recently fired a contractor for [...]

  122. [...] this isn't an isolated incident. Last month, a Red Cross employee accidentally tweeted about a night of drinking; she didn't lose her job after the misfire. And there were plenty of similar cases before that [...]

  123. [...] this isn't an isolated incident. Last month, a Red Cross employee accidentally tweeted about a night of drinking; she didn't lose her job after the misfire. And there were plenty of similar cases before that [...]

  124. [...] 3)      Finally, here’s my favorite story from the past week. An employee at the Red Cross, forgetting that she was still signed in to the Red Cross account, posted a personal message on Twitter about drinking Dogfish Head beer and #gettngslizzerd. Whoops! The tweet was taken down immediately but many people had already seen it. Rather than pretend it never happened, the Red Cross responded with surprising humanity and grace. As one commenter put it, “to take something that could have turned into a huge PR headache and make it something humanizing and endearing, that’s the stuff of PR legend.” Read more here: http://redcrosschat.org/2011/02/16/twitter-faux-pas/ [...]

  125. [...] case you missed them, here are the back-stories on each: Red Cross Blog/Twitter Faux Pas and Jalopnik/Chrysler Loses Control of Twitter [...]

  126. [...] for examples? Well, most recently the @redcross got slizzerd, @ChryslerAutos had expletives for #motorcity, Marc Jacobs’ intern had a Twitter meltdown, [...]

  127. I love this!

    I love how Red Cross handled the incident. They didn’t pretend it didn’t happen, instead, they showed a fun side.

    That’s social media smarts right there.

  128. [...] Red Cross experienced a slight increase in donations and interest in giving blood, according to the Red Cross’s blog. The Red Cross even set up a Dogfish Head Craft Brewery donation site on their website for people [...]

  129. [...] From where I’m sitting, they should have led with the apology.  The mistake was made, and any social media agency or professional worth anything knows that once it’s tweeted, the delete button can’t save you.   They could have pulled a Red Cross, and turned it into a positive PR opportunity. [...]

  130. [...] they were aware of a problem and had started to deal with it. They then provided context on the Red Cross blog the following day. This is their frank and well-crafted account of what [...]

  131. [...] familiar with the American Red Cross’s accidental “#gettngslizzerd” tweet and subsequently well-received response, you may be less familiar with the Chicago Red Cross’ use of Twitter during the blizzard this [...]

  132. [...] familiar with the American Red Cross’s accidental “#gettngslizzerd” tweet and subsequently well-received response, you may be less familiar with the Chicago Red Cross’ use of Twitter during the blizzard this [...]

  133. [...] familiar with the American Red Cross’s accidental “#gettngslizzerd” tweet and subsequently well-received response, you may be less familiar with the Chicago Red Cross’ use of Twitter during the blizzard this [...]

  134. [...] familiar with the American Red Cross’s accidental “#gettngslizzerd” tweetand subsequently well-received response, you may be less familiar with the Chicago Red Cross’ use of Twitterduring the blizzard this [...]

  135. [...] Cross volunteers, during Haiti relief effort, post what they’re drinking on Red Cross Twitter feed: “Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch Beer….when we drink we do [...]

  136. [...] without realizing, and that could cause some major problems.  The Red Cross recently went through a Twitter account mix-up, and it seems like you hear more and more about [...]

  137. [...] Cross volunteers, during Haiti relief effort, post what they’re drinking on Red Cross Twitter feed: “Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch Beer….when we drink we do [...]

  138. [...] Red Cross Blog posted a story about a mis-tweeted tweet, an honest response, and a forgiving community this week, [...]

  139. [...] Red Cross account removed the tweet and responded with an honest, transparent blog including the facts about what happened, chocking it all up to “being human.” The Red Cross was [...]

  140. [...] Cross Twitter account. The organization quickly deleted the tweet and responded with humor. It was a great example of how to respond to rogue tweets, but it also underscored how risky it is mingling accounts in a single Twitter [...]

  141. [...] Cross Twitter account. The classification fast deleted a chatter and responded with humor. It was a good instance of how to respond to brute tweets, though it also underscored how unsure it is connecting accounts in a singular Twitter [...]

  142. [...] others' past crises, such as a flub tweet from the Red Cross or one of Southwest's planes skidding off a runway, just to name a couple, I've [...]

  143. [...] the Duke Nukem games with the best suggestions winning a prize? The Red Cross managed it. When they accidentally sent out a personal tweet about employees getting drunk on ‘dogfish beer’ a…they embraced followers joking about giving blood donations to the Red Cross and replacing their [...]

  144. [...] is in response to the backlash against companies and brands such as Chrysler, Kenneth Cole and the Red Cross for their very public social media snafus. Put simply, companies are simply afraid to loosen the [...]

  145. [...] Once the Red Cross realized the mistake they acknowledged it by tweeting an explanation and writing a post on their official [...]

  146. [...] can even allow your mistake to help others. Take the Red Cross’s #gettngslizzered mistake from a little while back as a great example. The person behind their twitter account accidentally sent out this tweet to [...]

  147. [...] Red Cross:  ”Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch beer… when we drink we do it right #gettngslizzerd” [...]

  148. [...] for good? We know many nonprofits have enclosed #hashtags in their messaging already (sometimes by accident).  If you’re peaceful to share your wisdom, advise ideas (or things to avoid), greatfully do so [...]

  149. [...] may range from simple errors in tweeting from the wrong account, as in a recent example with the Red Cross.  An accidental tweet went out from the Red Cross account: “Ryan found two more 4 bottle [...]

  150. [...] in place to deal proactively with consumer backlash, as witnessed on Twitter and Facebook (like the American Red Cross snafu and the viral “United Breaks Guitar” video, to name just [...]

  151. [...] with a recorded apology Chrsler could have taken the Red Cross approach and turned the incident into a lighthearted [...]

  152. [...] If you ever make a mistake though, this is the way to handle it: [...]

  153. [...] The hallmark example of turning sour citrus into a tasty beverage comes from the American Red Cross’ “gettngslizzerd” faux-pas. [...]

  154. [...] The hallmark example of turning sour citrus into a tasty beverage comes from the American Red Cross’ “gettngslizzerd” faux-pas. [...]

  155. [...] is human, including tweets of support from @Dogfishbeer. Read about their faux pas on their blog here. Lesson: When using HootSuite (or any posting tool) schedule in advance and preview tweet before [...]

  156. [...] can even allow your mistake to help others. Take the Red Cross’s #gettngslizzered mistake from a little while back as a great example. The person behind their twitter account accidentally sent out this tweet to [...]

  157. [...] can even allow your mistake to help others. Take the Red Cross’s #gettngslizzered mistake from a little while back as a great example. The person behind their twitter account accidentally sent out this tweet to [...]

  158. [...] by that time, the damage was done. The Red Cross, on the other hand, responded quickly to a recent Twitter faux pas, where an employee tweeted about Dogfish Head beers on the official Red Cross account, and as a [...]

  159. [...] tweet went unnoticed for an hour, which was plenty time to get some unwanted attention. When the social media director got on the scene, she sent out a humorous Tweet to follow up: “We’ve deleted the rogue tweet but rest [...]

  160. [...] wit and humor can also help rectify snafus, as learned from the oldie-but-goodie #gettngslizzerd tweet that still has a special place in the crisis management hall of [...]

  161. These things do seem to happen. It happened with me about 2 weeks ago. Boy was i embarrased.

  162. [...] the Red Cross kudos from the Twitter community, and even sparked an influx of donations. Their blog explains the mistake, and thanks supporters for their increased [...]

  163. [...] which account you are using. This has happened to several big brands including KitchenAid, The American Red Cross and Chrysler. If you are responsible for more than one twitter account, be mindful of which account [...]

  164. [...] quickly, and humourously, responding to the situation and even writing a blog post about it, the Red Cross was able to turn a potential PR disaster into a blip that most wrote-off as [...]

  165. [...] was unforgiving over the f-bomb incident and fired its agency. American Red Cross humorously brushed off its “drunken” mishap. Motrin became one of the first casualties of Twitter, a classic case study in tone-deaf [...]

  166. [...] We can all learn from my favorite faux pas turned awesome PR moment—the infamous Red Cross #gettngslizzerd tweet. [...]

  167. [...] someone mistakenly tweeted a post meant for their personal account from American Red Cross’s twitter the Red Cross deleted the tweet and diffused the situation with [...]

  168. Instead of hiding the mistake, Red Cross offers a transparent apology in a humorous tone via tweeter after its employee tweet. I think Red Cross did very well!! The existence of the social network need to communicate with each other. Therefore the “human” factor can’t be ignored. Red Cross take advantage of the impact of “human” factor, and use a sense of humor to reduce the negative impact. When people laugh it off, than they will forget it soon. Via this issue, I found the spread speed of the network is very terrible. To defuse the crisis need to race against time, confirm and react properly to the crisis as soon as possible.It is better to find ways to reduce the negative impact in a short time rather than without making any remedy or trying to hide.

  169. [...] Cross when a staff member accidentally posted to the @RedCross account: You can read about the faux pas and how the Red Cross dealt (BRILLIANTLY) with the error on the American Red Cross blog. While it [...]

  170. [...] then led to actual donations when Dogfish Beer called on its fans to donate, chronicled by the American Red Cross on its blog, where the organization plainly recounted the error. Beth Kanter notes on her blog that this is a great example of a nonprofit handling a twitter error [...]

  171. [...] Head Brewery, seized the opportunity brought by the added exposure to launch its own campaign. It generated blood donations for those in need and shined the spotlight on a microbrewery that truly “got” the social in [...]

  172. This gave me a chuckle. Thanks for being human and for all the good work you do.

  173. [...] And, to top it all off, Dogfish Head used this opportunity to encourage donations to the Red Cross.  You can read more about it here. [...]

  174. [...] as soon as things were gaining momentum and Dogfish Head Brewery joined in on the fun, they wrote a blog post that was once again down-to-earth and funny while staying on The Red Cross message of being [...]

  175. [...] Once the Red Cross realized the mistake they acknowledged it by tweeting an explanation and writing a post on their official [...]

  176. [...] Red Cross followed the tweet with an explanatory blog post titled “Twitter Faux Pas” just a day later. Utilizing self-depreciating humor, the blog post states “While we’re [...]

  177. [...] you don’t want them to. If you screw up, honesty can be your best policy. The American Red Cross posted a blooper of a tweet in 2011 – but handled it with humor and tact in a way that actually generated increased [...]

  178. [...] Read how the American Red Cross handled the situation on their blog. [...]

  179. [...] Head Brewery, seized the opportunity brought by the added exposure tolaunch its own campaign. It generated blood donations for those in need and shined the spotlight on a microbrewery that truly “got” the social in [...]

  180. [...] Head Brewery, seized the opportunity ought by the added exposure to launch its own campaign. It generated blood donations for those in need and shined the spotlight on a microbrewery that truly “got” the [...]

  181. [...] The American Red Cross fell victim to human error with an employee accidentally tweeted a personal tweet from the brand’s account. The brand recognized the problem with a humorous response that played off the original tweet’s content. The American Red Cross also talked about the mishap open and honestly, even addressing it on its official blog. [...]

  182. [...] honest and human approach in dealing with the erroneous tweet. The brand even decided to write a blog post of how the entire situation progressed. The comments on the post itself exemplify the importance of not only admitting, but embracing, [...]

  183. [...] before you jump into any personal accounts – this includes mobile. Even two years later, this Red Cross case study still serves as a popular [...]

  184. [...] you haven’t, I suggest looking into the happy results of this unfortunate tweet. Soon after, Dogfish Head responded to the commentary and retweets by [...]

  185. [...] Red Cross also posted an apology to its blog, using the opportunity to thank those who saw the faux pas as an opportunity to donate blood, but [...]

  186. [...] Red Cross also posted an apology to its blog, using the opportunity to thank those who saw the faux pas as an opportunity to donate blood, but [...]

  187. [...] Red Cross also posted an apology to its blog, using the opportunity to thank those who saw the faux pas as an opportunity to donate blood, but [...]

  188. [...] this isn’t an isolated incident.  Here are some great examples from the private sector: American Red Cross Drinking Tweet Chrysler Profanity Tweet It’s really easy to make this mistake.  So what are some things [...]

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