Earlier this year, HMV had a social media crisis on its hands. a situation that any digital marketer or PR professional should be able to relate to and, potentially, fear.
HMV’s Twitter account (@HMVtweets) was hacked by an employee, who after being laid off decided to tweet a lot of the company’s internal personnel decisions. A nightmare for any company.
What would you do if this happened to you?
There’s no one right answer, but there is one thing you must do and that is act immediately and have a plan in place.
HMV acted quickly but the story and tweets had already gone viral by the time anything could be done. While the company did many right things during this crisis, there are still lessons to be learned.
You have to be careful the employees who have access to your social media accounts, as well and the backend of your Website. A new employee or someone without senior authority should be trained thoroughly before being given access.
A social media account has great value and can do a lot of good and bad. Make sure there is training protocol and proper supervision, especially in the early going for all social media activity.
Most important, learn from HMV’s situation and be prepared for whatever crisis can occur in the digital arena.