Papa John’s Twitter-borne crisis due to one [fired] employee


Minhee Cho @mintymin Minhee Cho   Hey @PapaJohns just FYI my name isn’t “lady chinky eyes” http://twitpic.com/84epmb

Papa John’s Pizza   @PapaJohns We are very upset by recent receipt issue in New York & sincerely apologize to our customer. Franchise employee involved is being terminated 7 Jan 12
If you missed this singular example of how social media can bring a generally well-thought-of company and its brand to its knees, consider these paired tweets — and the 200,000 re-tweets that stemmed from them.
Does it move things along a little more rapidly that Minhee Cho graduated from the Newhouse School at Syracuse University, one of the nation’s leading journalism schools? A little. It also bears noting she works for the public journalism project ProPublica. She’s a professional communicator.
But anyone with a Twitter account has this potential power. I doubt even Ms. Cho expected 200,000 re-tweets after her Saturday evening post. You can be sure Papa John’s did. It responded fast, acted and apologized. Bravo.
Just another day of crisis management internet style? We’ll see.
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About steveoncrisis

The content is about crisis management and mismanagement in a digital age. It comes from Steve Bell, who spent 30 years as a journalist for the Associated Press and as managing editor and editorial page editor at The Buffalo News. He is now Partner/Director of Public Affairs at Eric Mower and Associates, one of the nation's largest independent advertising, integrated marketing and public relations agency with six offices in the Northeast and Southeast.
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