From the Blog

Friday Wrap #182: Employees can gripe, zoo shutters social media, YouTube plans to go beyond video

Friday Wrap #182I extract items for the Friday Wrap from my link blog, which you’re welcome to follow.. To make sure you never miss an issue, subscribe to my weekly email briefing.


Employees are free to tweet their complaints—The National Labor Relations Board has finalized a decision initially rendered in March that beleaguered restaurant chain Chipotle was wrong for firing an employee who tweeted complaints about the company, forcing Chipotle to revise its policies. The NLRB is signaling that “freedom os speech is protected for employees who want to criticize their employers on Twitter.” The takeaway: This ruling is consistent with… Read More »

Shrink-Wrap #7: The risks of a social-only marketing strategy

Eos is a brand in crisis. The lip balm company enjoyed tremendous success based on social media buzz built through influencer marketing. Lawsuits alleging the product caused blisters and rashes sent influencers scurrying and the social media conversation shifted as people began sharing pictures of the blemishes. Eco’s tale is a cautionary one about the risks of building a brand on solely a social media strategy.

Related links

  • Anatomy of a brand crisis: How Eos went from being hot to not (Digiday)
  • Eos Lip balm Being Sued by Consumers Claiming Harsh Side Effects Like Rashes and Blisters (People)

If listening is half of communicating, it should be half of what employee communicators do

Listening to employees should be an internal communications responsibility

An employee at an A&W root beer stand near the airport in Washington, D.C. noticed something interesting. Some customers were dropping the meals and snacks they bought into their carry-ons. The behavior increased over time. The employee told his boss about it and his boss listened, adding a new service: delivering boxed lunches to planes on the tarmac. That led American Airlines to start ordering the prepackaged lunches for 22 flights daily. Since then, the service has expanded to more than 100 airports, bringing revenue to the franchise root beer stand it might never have seen had it not been for an observant employee and a boss… Read More »