Social Media Guide for Recalling Companies

Social media will help you reach consumers about a recall. This guide provides information on some popular social media tools and gives you information on how to use them in a recall.
febrero 26, 2013

Section 15(b) Reports and the Fast-Track Recall Program Forms of Social Media

 

The following social media will accompany all news releases on CPSC.gov (unless otherwise specified):

 

Blurb

A blurb is a short summary of a document's information. The headline and blurb are what people see in search results on Google, Facebook, and other online platforms. It also helps search engines optimize and understand your recall. A blurb is about 150-200 characters (or 3-25 words) and no more than two sentences. It accompanies a hyperlink to the document.

 

Sample Blurb from a CPSC.gov search:

RECALL | DECEMBER 12, 2012

City Versa Strollers Recalled by Baby Jogger Due to Fall Hazard

The stroller's frame can fail to lock in place, collapse and cause a child in the stroller to fall.  Blurb

 

 

Twitter LogoTweet

Twitter is a social networking service that allows users to send and receive text-based posts of up to 140 characters. Twitter is similar to an online version of text messaging, where a short message, called a “tweet,” can be viewed and forwarded to a network of other Twitter subscribers. Tweets are conversational and often contain images, videos, or links to other websites for more detailed information by using short links. CPSC recall tweets are 97 characters so that we can include a link to a document and a photo of a product. Language in the CPSC tweets follow the agreed upon language in a news release. Recalling firms should expect CPSC to post multiple tweets for high profile, significant recalls. There are programs like Hootsuite or Tweetdeck to schedule tweets. View the CPSC Twitter stream.

 

Sample Tweet:


Sample of a CPSC Tweet

 

Flickr LogoFlickr

Flickr is a photo and video hosting site maintained by Yahoo where users can upload images into albums and create galleries, sets, and more. Photos have a title and description, CPSC uses the aforementioned blurb as the description. Photos also can include a link to more content, CPSC adds a link to the recall release on CPSC.gov.  View the CPSC Flickr page.

 

Sample Flickr Post:


Sample of a CPSC Flickr post

 

YouTube Old LogoYouTube

YouTube is a video sharing site maintained my Google where users can upload videos and create playlists, set up channels and search for videos. CPSC uploads videos periodically called "Recall Roundup" to the agency’s channel, which describe the recalls that have been carried out in the past month. Firm’s with products included in an upcoming Recall Roundup video are given advanced notice by the Office of Compliance.  CPSC also has public service announcements and safety videos that pertain to general topics of product safety. View the CPSC YouTube account.

 

Sample YouTube Post:


Sample of a CPSC YouTube Post

 

Google Plus LogoGoogle+

Google+ is a social networking service consisting of not just a single site, but rather, an overarching layer that covers many of Google's online properties (Circles, Profiles, Photos and Mail). CPSC posts all recalls to the agency public Google + page, the terminology and imagery in the post is identical to the approved language for Twitter. View the CPSC Google + page.

 

Sample Google + Post:


Sample of a CPSC Google + Post

 

 

Importers/Distributors and Manufacturers of products should make the following notifications:

 

Website notification that includes recall information (press release) on the home page of company's website. Your website should include the capability for consumers to register for a recall remedy directly on the firm's website.

 

In addition, you should post the recall information (press release) on all social media outlets (including, but not limited to) the following:

 

Facebook LogoFacebook

Facebook is the largest social networking service in the world, where users can connect with others and join common-interest groups. Facebook is used by many companies and organizations. CPSC does not currently have a presence on Facebook.

 

Pinterest LogoPinterest

Pinterest is a virtual scrapbook or corkboard. It lets people do the modern-day, online equivalent of cutting out pictures/quotes/articles from magazines and posting them on the refrigerator. CPSC does not currently have a presence on Pinterest.

 

Instagram logoInstagram

Instagram is a photo sharing application that allows users to edit and post images on social networking sites like Google+, Facebook, and Twitter. CPSC does not currently have a Presence on Instagram.

 

Recall firms are encouraged to work with the Office of Compliance and the Office of Communications to develop an agreed upon social media plan that is implemented each time you put a corrective action plan into effect.