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Posts Tagged ‘product recall’

Are big brands responsive to social media-savvy consumers?

Tuesday, March 9th, 2010

Social media tools give consumers have an increasingly active voice in monitoring product recalls. How do major brands respond in the face of a recall? This week’s article in the Washington Post considers how companies must deviate from tradition and develop new strategies to respond and communicate to social media-savvy consumers.

Outbreak, Recall Information Seekers Drive Social Media Adoption

Monday, May 4th, 2009

Everyone is online these days, watching and discussing health-related news. Within a few days of news of the swine flu outbreak, the term “swine flu” became 10x more popular on blogs and Twitter than references to the peanut-related salmonella problems earlier this year, according to Nielsen Online, which tracks online buzz.

We tracked the peanut recall ourselves, and were amazed at the rapid spread of information and questions surrounding the recall of hundreds of products made from peanut paste.

Agencies Lead Outbreak and Recall Information Distribution

Government agencies, most notably the CDC and FDA are leading sources of health-related news and recall information. They’re taking a leadership position, especially in getting recall news out via social media means.

On Wednesday, April 29, the CDC’s emergency Twitter feed had blossomed to more than 40,000 followers (up from a few thousand during the peanut recall in February.) Today, their feed has more than 57,000 subscribers.

Who knows how many followers they’ll have as the swine flu news and information spreads?

In an interview on NPR, Andrew Wilson, heading up the Health and Human Services efforts to think about uses of technology for outreach, said, “Not only are we trying to get information out using these tools, but we’re also trying to establish relationships.”

They’ve been learning, as have we at Academic Network, that by establishing online relationships with bloggers, journalists and public health officials, agencies are able to combat misinformation and broadcast warnings extremely quickly.

Recall News and Information Resources

The FDA has a wonderful online resource for consumers – an online alert system that anyone can use to:

♦ Subscribe to recall alerts by email
♦ Report a recall
♦ See all food and pharmaceutical-related recalls

Recalls.gov is a site coordinated by “six federal agencies with vastly different jurisdictions” that have joined together to “create a “one stop shop” for U.S. Government recalls.” On this site, any consumer can report a defective product directly to the government, an important service.

As we support companies with products in recall situations, Academic Network and our parent company Stericycle will to continue to leverage social media to understand and help answer questions consumers are asking around recalled products, and to engage in getting the right information out about products in recall at the most critical time in the most efficient manner.

Social Media Presentation at SOCAP International Symposium – April 21, 2009

Tuesday, March 3rd, 2009

On April 21, Academic Network, a Stericycle Company, presents Leveraging Social Media in Product Recalls, a panel at the SOCAP International Symposium in Chicago. Top names in the corporate social media movement — Chris Gidez of Hill & Knowlton, Mia Novic of Nielsen Online, and Linnea Johnson of Unilever — join Janet Johnson and Dr. David McCarron of Academic Network for this presentation. Panelists discuss how to use online forums, including blogs, Facebook and Twitter, to gather up-to-the minute consumer information surrounding a product recall (such as the peanut butter recall) and explore innovative strategies to manage timely and effective corporate response. Academic Network is poised at the forefront of this communications revolution, and we look forward to a lively and informed discussion.