Nestle Discovers The Streisand Effect... But Only After Making Things Worse And Worse... And Worse
from the how-not-to-do-things dept
Okay, bad enough, right? I was going to post that story, but before I had the chance, Nestle decided to make things worse.
Because of all this new attention, a bunch of anti-Nestle people went to Nestle's Facebook group, and started posting messages that were certainly anti-Nestle. Now, there are lots of ways to respond to such things. The one thing you don't want to do is respond the way Nestle's "moderator" did. First, they threatened to delete comments from anyone using a modified Nestle's logo, claiming that this infringed on trademarks (which is an interesting claim, but unlikely to hold up in court, where countless times the use of a logo in protest has been upheld). This resulted in some pointed responses from group members, such as "It's not OK for people to use altered versions of your logos, but it's OK for you to alter the face of Indonesian rainforests? Wow!"
Nestle then didn't do itself any favors by having its moderator respond sarcastically ("Oh please...it's like we're censoring everything to allow only positive comments") and then go with the foot stomping response as well ("it's our page, we set the rules, it was ever thus.")
Eventually, Nestle admitted that it was wrong and apologized, promising that the moderator would be a lot friendlier. However, by then the damage had been done. An issue that very, very few people would have noticed turned into a huge ordeal thanks to repeated mistakes in handling them. The company attempted to stifle speech with both bogus copyright and trademark claims, and then when called on it failed to realize that it was only making things worse.