Identify Yourself, Abby Farle: Chick-fil-A’s Troubles Move Online

What's on the menu these days at Chick-fil-A? Would you like some crisis to go with your crisis? After the restaurant chain's president, Dan Cathy, came out (so to speak) against gay marriage last week, it's been nothing but chaos for the company, as city officials in Boston and Chicago have let it be known that Chick-fil-A is not welcome because of that stance. And, Jim Henson Co., the creator of the Muppets, backed out of a partnership with the chain to make kids meals toys. 

While just those developments would keep any communications staff busy, today there's a twist in the saga that should strike fear in every PR professional: Gizmodo accused Chick-fil-A of creating a fake Facebook account to answer negative comments online. The article stated that the Facebook account of "Abby Farle" was opened by a PR flack who used a stock image of a teenage girl as a profile picture.

Chick-fil-A then denied making the fake account, telling BuzzFeed: "We have seen this and it is not true. Chick-fil-A has not created a separate or a false Facebook account. We don't know who created it," said spokeswoman Tiffany Greenway.

So either Gizmodo wrote a misleading story in haste or Chick-fil-A is trying to cover its tracks. Either scenario is disturbing. If the story turns out to have been misleading, Gizmodo should own up to it. And PR pros everywhere should be aware that anyone can open an account on Facebook and argue for—or against—a brand. If the argument is "for," it might appear to the public that perhaps the brand itself is taking liberties to defend itself online. What might be less obvious to the public is that a company has been set up for a fake "PR fail" by a prankster.

But if Chick-fil-A is lying about not creating the account, the company is digging a very deep PR hole—one that will take months, maybe years, to crawl out of.

Follow Scott Van Camp:

Comments Off


About Scott Van Camp

Scott Van Camp is editor of PR News, an executive-level, reader-supported publication that helps enhance the business impact of PR. Scott has a rich background in both journalism and PR/marketing. He has more than 15 years of experience as a writer/editor at various consumer and trade publications. Scott was with VNU Business Publications for five years, including stints as managing editor at IQ News and Technology Marketing magazines and senior editor at Brandweek. In the PR/marketing sphere, he has served as corporate communications manager at MarketBridge, a marketing and sales consultancy, and as editorial director for the Chief Marketing Officer (CMO) Council. While at the Council, Scott led several high-profile marketing research projects. He has also operated his own communications and media consulting firm, SVC Communications.

Deals of the Week

$150 Off PR News' Social Media Summit

socialmedia201602-180x150Join PR News in Huntington Beach, CA on Feb. 26 for the Social Media Summit, where you'll be immersed in real-world, tactical case studies from brands, nonprofits and agencies and get takeaways in pulling and analyzing social media data; emerging social platforms and apps and so much more. 

Use code “150” at checkout to save $150 o the regular rate.

$50 off the CSR & Green PR Guidebook

csr_vol7_print_digital-thumbPR News’ CSR & Green PR Guidebook, Vol. 7 captures best practices in communicating the positive relationships that organizations are building with their communities of interest. This six-chapter guidebook connects the dots between the effective communication of positive social contributions and corresponding improvements in bottom lines.

Use code “50off” at checkout.

Save $100 on a PR News Subscription



Let PR News become your weekly, go-to resource for the latest PR trends, case studies and tip sheets. Topics covered include visual storytelling, social media, measurement, crisis management and media relations.

Use code “SUBDEAL” at checkout.

Comments are closed.