7 lessons from the Kansas City Chiefs’ social media blunder

The Chiefs’ community manager told an active Twitter fan to “get a clue,” then blocked him. The gaffe offers important crisis tips to remember.

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What happened with Travis Wright and the Kansas City Chiefs on Twitter was nothing less than a classic example of a brand’s social media misstep.

As these things do, the story quickly went viral. While I abhor “lessons from” posts, as I watched the story unfold and saw the conversation that ensued, there was no way around it. I had to write one.

Like many fans in Kansas City, Travis Wright is frustrated that the Chiefs stink, and the management doesn’t seem to care about anything other than raising ticket prices.

The short version of the story is that Wright tweeted the Chiefs and, as is the case with so many fan rants, he wasn’t nice.

His frustration is that for the fourth year in a row, the Chiefs are at the bottom of salary-cap spending. He contends Clark Hunt, the Chiefs’ owner, is hoarding salary-cap dollars.

Here’s the tweet:

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