In this digital age, any company needs a strategy to monitor and respond to any Social Media actions BEFORE they snowball into a PR disaster.
On September 22nd a story broke on Facebook regarding a teenager with Down Syndrome being refused entry to a Queensland JB HiFi store as he was ‘blacklisted’.
It soon became apparent that it was a case of mistaken identity when the Security Guard produced a photo of the ‘offending’ teen who clearly only had DS in common.
When the Store Manager became involved he still refused entry, retorted “They all look the same” and promised to “never ever apologise”.
What followed was a PR disaster, with thousands of outraged consumers promising to boycott the chain on Social Media, a petition on Change.org reaching close to 40,000 signatures in 24 hours & most of the mainstream media picking up the story.
Since the story began trending there has been little response from management … a post saying that they were investigating & a statement from the CEO claiming that they ‘will learn from the incident & are reviewing customer policies’
Now I will!
But first I wanted to join the discussion of why storage of ‘metadata’ for a mandatory 2 years is a futile exercise that invades our privacy.
Futile because it’s predicated on the assumption that the ‘bad guys’ are dumb and use open methods of communication to plot their dastardly deeds. If this was the case then the countries that currently HAVE a data retention scheme would be trumpeting their rocketing rate of crime prevention & convictions – but they aren’t. In fact Germany abandoned their scheme when a study revealed ‘no discernible improvement in solving crimes when the scheme was in place.’
The amendment sets no standards for encryption or security of your collected data – so in fact we’re creating vast repositories of personal information that will be like ‘shining beacons’ to the less savoury characters of the IT world – who target victims for identity theft, hacking, social engineering & other forms of technological foul-play.
So – how do we avoid all of our communications being ‘snooped upon’?