Shut Up and Take My Money: Engaging Facebook Communities to Build the Brand Narrative

Social media is revolutionizing the way firms manage their brands. A broad variety of platforms provide businesses an opportunity to engage in bidirectional dialogue with their customers, the effect of which is to enhance the brand/consumer relationship. This paper contends that virtual brand communities of the type that form through social media have an important role to play in the development of a brand’s personality. Using a case study approach we demonstrate how one firm has adopted Facebook to provide their brand community with a voice which contributes to the development of the brand narrative. We find that by using well-crafted content the firm elicits the support of their community and that this interaction contributes to the development of the brand ethos.