I also blogged about this topic recently and I totally agree that Nestle’s response to the Greenpeace video allowed the crisis to manifest.

This social media crisis came at a terrible time for Nestle,only weeks before the confectionary industry’s biggest week-Easter.

Nestle should have posted a reply on YouTube to Greenpeace’s video. The video should have been presented by a top board member who should have emphasized the company’s position on the matter. This would have provided an single, united message from nestle.

Instead a mid-level employee took it upon themselves to post flipant replies to the thousands of complaints that appeared on Nestles Facebook and Twitter sites.

Overall,I agrre with your view that this was a prime example of how NOT to respond to a social media crisis.