User-generated content can actually hurt a brand if it's not curated properly

I was all for letting customers post whatever they wanted on our brand page until a grainy video of a faulty product got 50k views in 3 hours and we had no way to pull it down fast enough - has anyone else dealt with a UGC crisis like that?

2 comments

2 Comments

nina_lane167d ago

That video sounds like a nightmare, and now we have to pre-screen everything before approving it.

morgan.charlie6d ago

Oh man, "have to pre-screen everything" is the part that gets me. I've been in that exact spot where one bad video makes you rethink the whole approval process. What I started doing was making a simple checklist for the team before anything gets submitted. Just three things: check the source, verify the claims, spot any weird editing. It sounds basic but it catches 90% of the nightmare stuff before it hits your desk. Also, set up a shared folder where people can flag questionable content anonymously. You'd be surprised what people notice when they don't have to stick their neck out. Yeah it's more work upfront but it beats trying to pull something after it's already live.