The Fine Brothers fiasco: Three lessons in crisis management

Image credit: ryanmorrisonlaw.com

By Molly Olten

Fine Brothers Entertainment, a popular YouTube channel, recently launched into crisis mode. The creators, known for popular videos such as Elders React to Dubstep and Kids React to Old Computers, announced plans to allow other video makers to “franchise” the brothers’ video formula. These plans also include trademarking the word “react.”

This is where the issues start.

The response from the YouTube community has been overwhelmingly negative. Creators feel threatened that trademarking a vague term like “react” could create numerous problems for other YouTube users and ultimately hinder creativity. Their fears were immediately confirmed as numerous videos were taken down for infringement. Ironically, several YouTubers have made their own reaction videos to the news.

So what can PR professionals learn from all of this?

The Fine Brothers are essentially dealing with a crisis. Although quick to respond, their strategy has not met the needs of the affected audience. Here are three lessons PR professionals can take away from this situation.

Listen to your audience

When their plans to trademark became public, the brothers’ substantial 13 million subscriber audience began to voice its opinions – loudly. In the early stages of the update a dialogue began between the brothers and their audience,

Image credit: newsbusters.org

Image credit: newsbusters.org

however, eventually as the situation worsened, the brothers backed out. They began deleting negative posts and questions. Bad move.

This amount of backlash deserves to be properly addressed. An audience wants more than anything to be heard. By silencing negative responses, the outrage will only grow. The conversation will be taken somewhere else – somewhere a brand cannot adequately communicate.

Clarify and then clarify some more

 Part of the problem with the Fine Brothers’ announcement was their lack of clarity. They didn’t understand the fears of the YouTube community or how this would threaten their creative freedoms. Because of this misunderstanding, the Fine Brothers employed side-stepping language and vague examples. They tried masking the intentions of their initiative. This fueled speculation by concerned audiences and left the consequences up for interpretation.

Although a company may have been planning a change for months, when the announcement is made public, the information is totally new to audiences. There will be plenty of questions, and organizations need to have answers. If they do not receive adequate responses to their questions, the audience will make its own assumptions and this can add to the problem. Clarity is key.

Be sincere

After the storm of protests just a few days after the initial announcement, the brothers uploaded an update video. Despite the fast response, the creators seemed rehearsed and not genuine. It seems that the Fine Brothers still think their audience considers them to be just a couple of guys making funny videos, but this is not the case. Their channel essentially functions as a business, and the viewers know this. Many of those who responded to the update commented on its forced nature and rehearsed appearance.

Audiences know when an explanation is coming from a place of sincerity or insincerity. An obligatory, seemingly forced “sorry” will not suffice when the audience is deeply connected to the issue.

Know your audience, respect it and own up to the mistake.

Resolution

Image credit: i.perezhilton.com

Eventually, the Fine Brothers realized the error of their ways and decided to back down from trademarks. In an effort to save their reputation, they released a statement recanting all their future plans. Despite this gesture, the brothers’ YouTube channel has suffered significant subscriber loss and serious damage to follower loyalty. Overall, this was the best and only move the brothers could make.

The bigger picture: While this crisis brings up serious questions about trademarks and fair use, PR professionals can take a few notes from the struggle. Know your audience, be clear and be genuine. This is solid advice for nearly any situation, but it’s especially important in crisis situations.

 

What are your thoughts about the recent Fine Brothers fiasco? Let us know in the comments below, and remember to follow Innovative PR on Facebook and Twitter.

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