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”

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.
For in-depth guidance, please feel free to review:

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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