On October 5, 2010, Price Chopper (@PriceChopperNY) visited Professor Rotolo’s Social Media class to discuss the incident covered on this blog, as well as the Price Chopper’s social media initiatives in general. Price Chopper President and COO, Jerry Golub, along with Heidi Reale and two other members of the Price Chopper Consumer Insights team accepted Professor Rotolo’s invitation to speak.
The class was closed to professional media at the request of Price Chopper. Reporters were asked to wait outside the classroom for comments from the professor and class participants afterward.
As is common practice in Professor Rotolo’s class, students used Twitter to chat online during the discussion. The public was invited to join the conversation by following the class hashtag, #RotoloClass. Kelly Lux, Social Media Manager for the Syracuse University School of Information Studies, moderated the Twitter chat.
DIGEST OF #ROTOLOCLASS TWITTER DISCUSSION:
Opening Remarks by Jerry Golub, COO of Price Chopper:
KellyLux: Heidi Reale & Jerry Golub of @pricechopperny are introducing their presentation.
Sdisston: Kind of cool to hear from the president and COO of @pricechopperny
Dhrosen: “We are close to the customer, we feed and take care of the customer”
KellyLux: “How we approach social media is a natural extension of how we approach our business” –Jerry Golub
KiminCuse: I think having the President and COO of @pricechopperny in #rotoloclass really shows this is a HUGE deal for them
Sdisston: There will always be employees who go “off the reservation”-president and COO of @pricechopperny
D_Seidman: Employees at @PricechopperNY called teammates rather than employees. Interesting
Rotolo: “If you’re not relevant to your customers, you’re not going to be successful as a company” –Jerry Golub, @pricechopperny
AlyssaHenry: Personal integrity, social responsibility, respect is expected by everyone who is involved with @pricechopperny, says COO
Dhrosen: @pricechopperny COO seems pretty sincere… wonder if others feel the same way too
KellyLux: “What happened 2 wks ago w/ an employee sending an email to the employer of a customer goes against everything we stand for”
AlyssaHenry: “Social media has changed the way people communicate, and you have to be a part of the discussion” @pricechopperny
Rotolo: “Social media has been integrated into the way we do business—it was important for me to come here today to let u know that
KellyLux: Jerry Golub wants to talk about responsibility. Where does the responsibility begin and end with social media?
AndrewFarah: I’d have a hard time trying to manage 24,000 employees. How about you? #rotoloclass. Props to COO of @pricechopperny
Jsgiarrusso: COO of @pricechopperny spoke very well to #rotoloclass
Maxx626: @dhrosen COO seemed very genuine
Presentation by Heidi Reale, Director of Consumer Insights
SLE17: “We will take all your questions and be as open and honest with you as possible” @pricechopperny
AlyssaHenry: Heidi says normally would not answer a tweet like the one that started current situation, will get into details later
KellyLux: @Pricechopperny links their FB and Twitter followers. They’ve increased their “likes” since this incident.
Vantinamonte: @pricechopperny does do stuff right: Sunoco gas promotion had me sometimes going out of my way to shop PC over other supermrkts
KellyLux: No one from out company was cc’ed on the email to the employer – Heidi Reale
KellyLux: @pricechopperny initially responded to @jdross, since he was first to address them. Then put comments on @rotolo’s blog.
Jill_HW: The employee at @pricechopperny acted as lone gun. Long time before co knew.
PattyMayz: Great insight as to what happens on the business end of a social media crisis. Thnx to @pricechopperny
Tricialing: “in fact we are still listening. We are here and we are here to listen” @pricechopperny
AlyssaHenry: My problem with response was the mass-apology tweets that were sent out- everyone got same tweet. Not personal enough
Dhrosen: “Should we stay on Facebook, should we stay on Twitter? My answer is yes!” –Heidi @pricechopperny
Laurel_Moz: key learning no.1: ensure your employees know how to filter themselves
KellyLux: Key Learnings 1) Let the public know u r listening. (Tweets were coming fast & furious, but they needed time to learn facts.)
KellyLux: Anyone who uses a personal account for company business needs to get permission from @pricechopperny
KellyLux: Key Learning: Social Media policies and procedures must be in place and clear to all associates.
Rotolo: A company should never hide their head in the sand and not address these issues” – Heidi Reale
Questions about Price Chopper Employee
Jpedde: Wondering why no one ever talked to Ameerah (PR Director) about good Twitter practices
Thebenfink: @pricechopperny So where’s Ameerah at? I’d like to hear from the person who started this whole debacle. What was her endgame?
Dhrosen: @thebenfink Don’t think that we will ever know what happened to Ameerah…
AlyssaHenry: Seems like everyone’s wondering same thing- what happened to employee Ameerah? Will try and ask asap!
Thebenfink: @dhrosen it’s a good question, wonder if Ameerah still works for @pricechopperny. Did they give her the boot?
AlyssaHenry: Hmm, @pricechopperny took “disciplinary action” in regard to employee… what does that mean?
KellyLux: The @pricechopperny emp issued an apology to the original tweeter, posted an apology on the blog & faced disciplinary action
Maxx626: think the apology was genuine, or written for her by @pricechopperny?
Meglish: As for Ameerah, I know I’ve looked for comments about my employer online. I get the intent, just not the follow through
PJASchultz: @dhrosen the apology totally sounded canned, scripted, and completely non-genuine. Typical PR BS @pricechopperny
KellyLux: They cannot talk about HR issues with relation to the associate in question. Other topics are open for discussion.
Jeff13164: I hope the “employee” wasn’t fired, don’t wish that on anyone. A mistake was made, they’re trying to fix it.
KellyLux: How much did @pricechopperny have to do with their errant employee’s apology? According to Heidi, they had nothing to do w/ it
Dhrosen: The employee (Ameerah) may have spoken with her direct manager about it, but we did not write it for her.
Jpedde: Ameerah’s prof was a PC background, bio was all Price Chopper/MBA related. Was that a part of @pricechopperny’s policy?
PattyMayz: An employee’s duty to its employer doesn’t end when you leave the office… it ends when you leave the company…
Thebenfink: I still say, tell us about Ameerah! @pricechopperny
BPMacKenzie: This was not the only time Ameerah worked off twitter acct. On 9/19, @ameerahcetawayo answered. @MrDustinS
Jilo7: I wonder if Ameerah got fired or is getting some type of SM training?
Wjkievit: Did @pricechopperny force @ameerahcetawayo twitter account protected? If so, maybe they now cross the line they try to draw
BPMackenzie: So what empowered 2ameerahcetawayo to take over the @pricechopperny twitter account? What policy was not in place
Jpedde: @BPMacKenzie She didn’t. She was using her personal acct. Which is what part of this discussion has been.
Dhrosen: She never tweeted from the @pricechopperny account, was using her personal account, representing the company
BPMacKenzie: @dhrosen yes, but why did she feel she had the power to do that? She did help @MRDustinS via twitter before this incident.
Dhrosen: @BPMacKenzie No, she was acting without the company’s knowledge
Question and Answer, Discussion from Participants:
AlyssaHenry: My question besides disciplinary action is does @pricechopperny have official social media policy? Is it shared w/ employees?
AlyssaHenry: @pricechopperny has social media policy, hasn’t changed since incident. Can’t use personal accounts for professional reasons
KellyLux: Associates allowed to use LinkedIn personal account, but not personal SM account to conduct company business
Wjkievit: I would like to know if they have tried or have plans to try to resolve the situation with the victim’s employer?
Mitch_M: @wjkievit They said they contacted the customer’s employer to apologize
Mprattico: How does Price Chopper use Twitter and Facebook to help increase sale and noticeable changes?
Jpedde: Question: Did/does @pricechopperny train employees in social media policies/crisis management?
SunnyinSyracuse: How many people are on the @pricechopperNY Social Media team?
PriceChopperNY: We’re all here in #rotoloclass!
KellyLux: @sunnyinsyracuse there are 3 people here from the team.
Gahugle: Why would @pricechopperny not bring a hard or digital copy of its social media policies with their presentation?
KellyLux: Is sm training part of the on-boarding process at Price Chopper?
KellyLux: A. Part of that is addressed in our employee training.
KellyLux: “If someone decides to do something that is against company policy, what can you do?” – Heidi Reale
Rotolo: “Our new onboarding process teaches associates how to represent the brand, and social media is a part of that” – Heidi Reale
Mprattico: Does the use of Facebook cut down the need to advertise in local newspapers? Does that save costs?
Shaycolson: How much time between when @pricechopperny became aware of the email and C-level involvement? Did C-level contact employer?
KellyLux: How long before C-level involvement? About 3 hours per Jerry Golub. They went to that level as soon as they had the details.
Jdross: Q for @pricechopperny in #rotoloclass – What tools do you use to listen, manage and measure your social media presences?
PriceChopperNY: @jdross We use TweetDeck to manage Twitter, and are on FB all the time. Looking into new tools all the time.
KellyLux: How do you draw the line between employees repping the company & not running employee’s lives?
KellyLux: Heidi Reale admits this is a tough question to answer. Talks about not wanting to link her personal/professional FB accounts.
Gahugel: really good point from Heidi, keep personal life away from corporate while using SM. Don’t want customers seeing wrong things
Meglish: “Nothing is considered private, regardless of your privacy settings.” That’s really @pricechopperny policy?
KellyLux: @rotolo asks: is the @pricechopperny sm policy more reactive or proactive?
KellyLux: Heidi Reale says policy seeks to do both: to make employees aware of social media, and to tell them what is & is not acceptable
KellyLux: Q. Are you glad in any way that this happened? A. No, not at all, not for anyone involved.
KellyLux: Wish we had a chance to address this prior to it going viral. There was a lot of misinformation out there. –Heidi Reale
Dhrosen: After this happened “security at the stores in Syracuse had to be raised” –Heidi Reale
Dhrosen: “This did not have any impact on store sales”
Dhrosen: “While we are not happy this happened, we did take away many learnings from this” –Jerry Golub, @pricechopperny COO
KellyLux: There has been blurring between professional & personal life. Also, PR & Consumer Response is becoming blurred.
PriceChopperNY: We did learn a lot, as you can see!
Jeff13164: Once something is viral, misinformation or not is irrelevant. It’s out there, people will run with it, fact or not
Jpedde: Maybe going viral gave @pricechopperny the push it needed to really look at their policies/procedures. Teachable moment for all
KellyLux: Things have been put in categories, and now they have melded (ie PR and customer relations) – Jerry Golub
KellyLux: Do u think it’s realistic to use SM in a way that u will consistently be pleased with? Via @jill_hw. Heidi Reale – probably not
KellyLux: “The behavior hasn’t changed – the way we communicate has” –Heidi Reale
D_Seidman: When did SM get so complicated?
Laurel_Moz: you’re representing your organization no matter what. I don’t get why people think they’re exempt from it online
Dhrosen: “Most of the tweets we do answer, we didn’t see the need to answer that one”
Wjkievit: SM in corp is like private school’s 365 day policy: bad behavior outside school can still affect status in school
KellyLux: We do about 1.5 million transactions per week. –Jerry Golub
KellyLux: @rotolo Are you finding SM to be useful in ways that your surveys are not?
KellyLux: Heidi Reale – FB and blogs have been very helpful in getting into people’s heads and finding out what they really think
Jill_HW: @pricechopperny believes that employees should act in co’s best interest when using personal social media accounts
D_seidman: Cool to see how a company like @pricechopperny interacts with all its customers
Jeff13164: Whether you like using SM or not, it is how it is these days. Companies need to adapt. Just the way it is.
KellyLux: @pricechopperny has 36k+ FB likes, 2,600 twitter followers, and a database of bloggers (moms, deal-seekers, health/nutrition)
Rotolo: “Social media lets us get into (customer’s) life, see how they’re using food, what they need…” –Heidi Reale @pricechopperny
Jpedde: It’s pretty great that @pricechopperny came and talked to this class today. Students are lucky to see biz in action.
PattyMayz: bashing a former employer would do more damage to your personal brand… who wants to hire a potential threat?
Sunnyshynn: It seems like Heidi doesn’t enjoy social media, she just has to use it because its part of the new social norm
Andygsuch: SO TRUE “while it’s a @pricechopperny facebook page, it’s the customers place to talk” – Heidi Reale
KellyLux: @pricechopperny is showing real examples of customer solutions and resolutions from their Price Chopper FB page.
M00c0w13: if you don’t want your company to have an issue with what you say on social media, don’t list your company on personal account.
Jill_HW: @pricechopperny thinks hard about which comments to address. Sadly think they might stay out of useful conversations.
KellyLux: Have a personality and a sense of humor. Customers r ur fans/followers 4 a reason & you need to keep them coming back for more
PattyMayz: Companies who make customers and employees happy = lots and lots of $$$
PriceChopperNY: We LOVE Social Media!!!
Jpedde: Being “real” in your social media empowers those who are your fans to be your brand ambassadors. They sell it for you.
KellyLux: It’s easy to hate on a company, and easy to pile on.” - Jerry Golub
KellyLux: Jerry Golub asks what is the responsibility of pp in sm to no both sides of the story before we respond- as citizen journalists?
KellyLux: If you are consistently tweeting negative or false info, you won’t be creating trust & will be tuned out via @katiepunkin
Jpedde: Well hopefully now people will write about how @pricechopperny took good steps to talk about this situation. I know I will.
KellyLux: Jerry Golub asks @rotolo do you wish you would have contacted the company first before going viral?
KellyLux: @rotolo answers no – because the responsibility is not on the consumer.
PriceChopperNY: #rotoloclass is awesome, hope to join in class discussions in the future
Meglish: “Social media has leveled the playing field.” –Jerry Golub No truer words.
KellyLux: Traditional media took the story and asked our side of the story & published both.” –Heidi Reale
KellyLux: “There was not a story here until the blog was posted”
KellyLux: Was there any kind of reportable incident here? If u subscribe 2 the idea that this was 1 emp who made a mistake? Jerry Golub
Jpedde: @KellyLux Um, when a customer’s livelihood was at stake, very reportable
KellyLux: If something ‘goes viral’ that means by default that it is ‘viral-worthy’ @andrewfarah
KellyLux: Great conversation going on now regarding social media guidelines and what the parameters are, btw @pricechopperny & @rotolo
PriceChopperNY: Thanks for having us #rotoloclass!!
ElizHoltan: Great #rotoloclass with @pricechopperny. Demonstrates now more than ever that PR is a 2-way communication system, even if it’s asymmetrical.
MattMulcahy: @rotolo where is your class? Can we send a tv/cnycentral reporter up to grab participants and PC folks?
KellyLux: @MattMulcahy Hinds Hall 111
AlyssaHenry: @MattMulcahy Think it’s closed to media. @rotolo?
KellyLux: @Mattmulcahy they will be available after class to speak with press.
KellyLux: @AlyssaHenry The media is welcome to speak to participants after class.
PriceChopperNY: @SunnyinSyracuse No tv/news reporters, please!
KellyLux: @rotolo is available to speak to media, however @pricechopperny will not be.
Deafgeoff: Loved following @pricechopperNY’s #socialmedia discussion with @Kellylux & @rotolo in #rotoloclass – recap coming soon on www.syracuse.com