QSR Chain
The challenge – Managing Post-Termination Social Media Attack
how it started
A national quick-service restaurant chain faced social media attacks from an employee terminated for attendance issues, who began posting negative content about the company online, creating immediate reputation risk and potential employee relations concerns.
Strategic Approach
Immediate Crisis Response
- Conducted review confirming termination was legitimate and properly documented
- Monitored inflammatory posts for potential legal action
- Established social media response protocol
Social Media Response Strategy
- Developed holding statements regarding company employment standards
- Created response framework that acknowledged concerns without discussing specific cases
- Established when to respond vs. when to monitor only
- Prepared escalation triggers for moving from monitoring to active response
Risk Assessment & Legal Strategy
- Established threshold for legal intervention if posts escalated to defamation
Internal Prevention Measures
Directed management to reinforce policies with current staff:
- Attendance and no-show policies
- Sick leave and time-off request procedures
- Workplace conduct expectations
- Social media guidelines and consequences
results
- Contained situation without requiring legal action
- Maintained brand reputation despite targeted attacks
- Established reusable response protocol for future incidents
- Protected employee privacy while defending company standards
- Strengthened workplace standards without appearing retaliatory
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