*Note - This is a group posting by: Rajneesh
Tingal, Hye Ryong Yu, Claudia Kyra Hamann Turkowsky, Sarah Flick, and Vijay Balkrishna
Waghmare
PETA’s campaign against DKNY’s use of Chinese rabbit fur,
culminating in the infamous Cyber Monday DK Bunny Butcher Facebook protest,
provides us with some valuable social media management lessons. The following
are some key points from our analysis of the actions of both companies.
Be Honest: By promising to end their use of rabbit fur
and then repeatedly going back on that promise, DKNY made the problem worse.
They should have clarified their position, even if it was one PETA’s supporters
didn’t like, and stuck to it.
Attention Doesn’t Equal Change: PETA’s eye-catching
Facebook posts were perfectly timed for maximum exposure. News of the "attack" spread
across the web within hours, and there was significant media coverage in the
weeks that followed. However despite PETA’s viral success, DKNY made no changes to its
policy.
Use Your Resources: PETA is one the largest animal rights
organization in the world, but its Facebook tactics made it look like a group
of fringe vigilantes. PETA could have employed a more comprehensive strategy
using multiple platforms (not just Facebook) and/or worked in conjunction with
its allies to present a more professional and effective message.
Silence Is Unacceptable: In the present age, silence
can never be a strategy. The lack of response on the part of DKNY was irresponsible.
Social media accounts need constant monitoring, especially on traffic-heavy
days like Cyber Monday. Even if the company had decided to forgo a lengthy
response until after the shopping day, some sort of indication of monitoring
should have been made.
Stay In Control of the Message: Be clear on what the main message is and how it is evolving within your audience. Follow the message and engage every step of the way through social media so that you may continue shaping the narrative to keep it consistent with your campaign goal (to stop the use of rabbit's fur for fashion purposes, in this case).
Conclusion: Neither company was a "winner" in this case. DKNY got a lot of bad publicity and PETA didn't achieve its goal. For future campaigns, PETA should consider taking a more positive, educational approach. Their affinity for shock value can be effective at getting people's attention in the short term, but it can also drive people away. On DKNY's part, they should be more proactive in responding to criticism.
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