#AskJPM Backfires, House of Morgan Cancels Tweet Chat

JPMorgan Chase & Co intended to use Twitter today for thought leadership purposes.

Using the hashtag #AskJPM, interested parties were invited to send questions in advance of the session set for Thursday at 1 p.m. in New York.

The bank was going to make one of its star bankers available for a live Q&A, but when negative Tweets starting rolling in like waves, the marketing team at the bank shut the event down.

This episode nicely illustrates the difference between what the people who work for the bank or its agencies think and feel about the brand, compared to what people on the street think and feel.

Given that a flare up like this is a rich educational experience for the brand, I would advise The House of Morgan to keep their scheduled Twitter chat and to carry on. It’s the difficult path for sure, but choosing to not engage sends the wrong message, making a bad situation worse.

In the face of a Tweet storm, you can run and hide or you can show some resolve, patience and balance.

About David Burn

I wrote my first ad for a political candidate when I was 17 years old. She won her race and I felt the seductive power of advertising for the first time. Today—after working for seven agencies in five states—I am head of brand strategy and creative direction at Bonehook in Portland, Oregon.