In this exercise, you are acting as the Community Response manager for a popular diet and fitness company, Fiberplus. Fiberplus was founded by an entrepreneurial nutritionist who realized that a diet high in fiber can help promote weight loss in adults. From there, this nutritionist launched a social media influencer profile, becoming incredibly popular with 2M followers on Instagram, 900k followers on TikTok, and 30,000 Facebook page fans. The Fiberplus company has its own social media channels as well, with 3M on Instagram and 1.5M on TikTok. The influencer cross-posts her content on the brand page, so the two are linked.
Unfortunately, the influencer’s recent Instagram posts have been receiving comments (with many likes) about how the Fiberplus product has caused severe stomach pain and amounted to thousands of dollars in doctor’s bills from some customers. The influencer has been deleting this comments in response.
Popular fashion and culture insider Instagram account, DeuxMoi has reposted the comments and tagged the influencer account and the brand account. They are demanding accountability and increasing visibility of the message.
Exercise: As the social media community manager for Fiberplus, you are tasked with coming up with a communication strategy to address these allegations. Please write out your plan to respond (or if you choose not to respond). Answer the following in your response:
1. What platforms will you respond on and from which accounts — influencer, brand, or both?
2. What message will you write?
3. How did you come up with this message?
4. Will you respond to comments on posts? Delete comments? Turn off comments?
5. How do you address the issue with the rest of your customers who may not be aware of these complains?
6. Will you reach out to the DeuxMoi account to address these accusations and provide a message?
7. What are some of the potential scenarios that could happen as a result of your response?
