Happy Easter everyone! And an even happier Easter to Nestle who I think will be needing a little cheer after what I imagine would have been a slump in chocolate sales, all thanks to our friend Facebook.
Ahhhhh Facebook. Where do I begin with Facebook? The social media tool that has changed the way we connect, the death of Myspace, abhorred office timewaster, blah blah blah.
I both love and hate Facebook. I love it because it unites me with my friends, especially those who are beyond my geographical sphere (or I am too lazy to call). But it also leads to silly things such as friends undergoing a crisis updating their Facebook status with contemporary pop badly disguised as their own poetry.
FYI: In the air tonight by Phil Collins is not prose poetry.
Facebook is a great opportunity for companies to reach their target audiences in new and dynamic ways, I think one of my favourite campaigns was when Burger King were offering free Whoppers if you sacrificed ten people from your friends list.
Suddenly all those people from college who you never speak to had a new purpose in life: to get me burgers. The campaign was swiftly removed because it went against the ideals of Facebook, but Burger King generated even more publicity out of the incident and got some kudos for creating an offbeat campaign.
But one should always remember that Facebook is essentially a social tool and thus if you are a company you have to navigate very tricky waters so you don’t end up with pie on your face. Case in point – Nestlé’s recent debacle with Greenpeace.
It all started when Greenpeace decided to campaign against the use of palm oil in South East Asia. Palm oil is obtained by deforestation of rainforests, which in turn has catastrophic effects on the biodiversity of the area.
Food giant Nestle was sourcing palm oil for its products from Sinar Mas, a company accused of illegal deforestation in Indonesia. Greenpeace targeted Nestle by producing a video of an office worker eating a orangutan finger from a Kit-Kat packet and then producing visuals on their website that manipulated Nestle logos.
Nestle had the video removed from Youtube which then led to a tsunami of negative comments posted on their Facebook fan page including this gem: “I am crazy about chocolate! But Nestlé, never again!!!!!!!!!!! You are bad, bad people. A horrible company. Boycott Nestlé!!!!! Killers!!!!!!!!!!!” those are some hostile exclamation marks indeed.
Initially Nestle thought it best to censor any negative comments off the page and warned any alterations of their logo would be removed; however this only added fuel to the fire. Comments on their fan page got even more hostile and consumers were calling for a boycott of products in the lead up to Easter.
Nestle eventually pulled Sinar Mas as their supplier, but continue to use palm oil, and have only committed to using sustainable palm oil products by 2015. Currently Nestle are doing a very good job of posting recipes and official statements with upmost regularity on their fan page to disguise the torrent of angry posts that continue to plague the site.
It is now hard to distinguish what is the bigger news story, the fact that Nestle are using products that lead to deforestation, or they have committed a massive faux par through misunderstanding social media that has seriously damaged their image?
Clearly this is a case of a large company with an extensive history of using traditional advertising not recognising the power that exists within new media platforms. If this debacle played out within any other media arena, my guess is Nestle would have had a crisis communication plan to deal with it.
I mean really, the video of a man eating an orangutan finger was a smear campaign at best; it was really their bumbling high-handed antics afterwards that caused the most outrage.
Oh well, it seems only April sales figures will be able to discern who was the victor in this scenario. Consider this your consolation prize Nestle; at least you were not on the back end of this Facebook calamity.