I've been saying it--we are all media companies now and we all need a "damage control strategy" for social media because anyone can be publicly shamed on the web. Part of that begins with knowing our big WHY.
Maggi's has a great brand with a great history but has a bit of food safety crisis that's been complicated by a bit of a flat footed social media/twitter response:
There is a big lesson here, if you can check out Simon Sinek's great YouTube clip on Start With Why it becomes clear why they are having big problems on Twitter.
As he would say, everyone can tell you what they do, a few people can tell you how they do what they do, but great leaders and the companies they create can tell you WHY.
In their damage control, Maggis' says what they did to make safe food, they certainly said how they do it, What they didn't to is the most important--the thing their customers want to know-- they didn't say WHY they make food safe? Why do they make safe food? Why are they going to fix this?
Hint--AS Sinek would say, "WHY-HOW-WHAT"Because we are passionate about producing healthy safe foods, and we want to be worthy of your trust because we care and make safe food and we are employing our best technology and knowledge to create healthy food, and we are recalling the product and examining our processes to make sure it doesn't happen again and you can eat our food.
That might have worked..