The media is a constructing as well as a destructing tool for businesses, societies and relationships. Online reputation needs careful management. The internet expands and reaches huge numbers of people very fast. This means it could develop the business’s reputation very fast or destroy it very fast.
In order to destroy a company’s image, it does not take a lot of work. In fact, it could be as simple as a YouTube video. Kristy Lynn Hammonds (31) and Michael Anthony/Setzer (32) are two employees in Domino’s Pizza. They were arrested and faced criminal charges for creating a sick video and posting it on YouTube! They did gross and nasty things to Domino’s customers’ food as the video attached will show. They violated all sorts of health codes and standards of decency.
Their charge was contaminating customers’ food.
Their revolting video included Setzer sticking a piece of cheese in his nose then putting it in a sandwich. He also pulled down his pants, wiped a sponge on himself and then washed the dishes with that sponge. They also said in the video, “In about five minutes it’ll be sent out on delivery where somebody will be eating these, yes, eating them, and little did they know that cheese was in his nose and that there was some lethal gas that ended up on their salami. Now that’s how we roll at Domino’s.”
By the time the video was posted on Monday and taken down on Wednesday, millions of people had viewed the clip and Domino’s reputation was already damaged, and the damage of the brand was done. The perception of the quality of Domino’s food shifted drastically from positive to negative, where people are second-guessing Domino’s food. “… Is a nightmare. It is the toughest situation for a company to face in terms of digital crisis”, as said by Paul Gallagher, managing director/head of US crisis practice. Domino’s restaurant had to be closed down.
What was Domino’s reaction? Domino’s response was through social media. They created a Twitter account to be part of the online community. Domino’s spokesman, Tim McIntyre said that Domino’s was going to hold a civil lawsuit. Also, the CEO had to post another video condemning what these two employees did.
So, with social media sites like YouTube that give every employee a global platform, it's critical that business strategies exist to deal with potential bad behavior.