The pervasiveness of social media impacts various stages of recalls, from the first reports of issues through notification and beyond. Companies are often alerted to an issue by a consumer complaint aired publicly on these channels. They may choose to make social media part of their announcement strategy. And the existence of social media heightens the potential for brand damage.
In this whitepaper, we examine how companies have used social media during a recall – for ill and for good. And we look at the lessons that can be learned and best practices that should be implemented.
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