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By Fast Company Staff | 08-08-2011 | 10:36 AM
Tagged: Coca-Cola | Time to untag: 1 hour
Tagged: Cheerios | Time to untag: Never untagged
Tagged: Papa John's; Domino's | Time to untag: 2 hours; 1 day (respectively)
Tagged: Oreo | Time to untag: 2 days
Tagged: Snickers | Time to untag: Never untagged
Tagged: Bridgestone Tires | Time to untag: Never untagged
Tagged: Crest | Time to untag: Never untagged
Tagged: Dunkin' Donuts | Time to untag: Never untagged
Coca-Cola has a team that engages (and monitors) its Facebook page 24/7, according to Ashley Brown, Coca-Cola's director of digital communications and social media. Brown wouldn't say how large that team is, but admits it's "a decent size. We have really smart people who take a look at these things. There's always going to be a certain amount of good judgment involved."
Like many companies, Cheerios has posted "community guidelines" that tell its fans what it considers appropriate and inappropriate. Photos will be taken down if they fit into a number of negative categories--violation of intellectual property rights, abusive, obscene, and so on.
A man made of Cheerios who is puking Cheerios apparently didn't count. According to a General Mills spokesman, our photo is still tagged because it "hasn’t been reported or marked as inappropriate by our fans, and the team hasn't identified it as one to be removed. We respect social media as a forum and have found that our fans do a nice job at reporting inappropriate content on the page, so we often listen to them when it comes to the need for removing a post or photo."
Clearly, neither pizza company appreciated being tagged in a competitor's advertisement. But while Papa John's may have fewer Facebook fans than Domino's--it has about 1.85 million, compared to Domino's 3.27 million--it was significantly faster to act.
Oreo's "rules of the road," posted on its Facebook page, prohibits postings that are (among other things) obscene. Turns out, exceptions aren't made if the obscenity is sandwiched by an Oreo cookie.
Our photo remains on Snickers' page, between a photo of a 13-year-old's birthday card (which had a bunch of candy glued to it) and a photo of a hand holding up a McDonald's McFlurry with Snickers in it.
Bridgestone didn't explain why our photo remains, but the company's interactive marketing manager, Chris Brashear, says, "We do have a team trained to respond to feedback, both positive and negative. They view each interaction as opportunity to assist a customer, educate our larger fan base, and show our fans we want to engage with them regardless of the message."
For the record: Nobody responded to our photo. But the guy we called from AAA did a great job changing the tire.
Truth be told, we were sad Crest didn't take notice of this one. We worked hard to Photoshop it.
We snapped this photo on a Manhattan sidewalk at 2:30 a.m., tagged it, and expected the company to notice it by morning. But the Dunkin' Donuts page receives fan photos at a far faster clip than many of the other brand pages we've seen--so our photo wasn't prominent for long. Nearly two months later, it's buried under more than 600 fan-generated photos.
Photograph by Jennifer MillerPhotograph by Andrew HurPhotograph by Andrew HurPhotograph by Andrew HurPhotograph by Jason FeiferImage by Andrew HurPhotograph by Jason Feifer
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