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Don't Let a Social Crisis Damage Your Reputation
Make social media monitoring and response strategy part of your corporate communications plan.
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Reputation monitoring is of paramount importance for organizations in today's digital world. While the Web has greatly increased the ability of businesses both large and small to compete, it has also increased the risk of bad publicity, vicious rumors, and all manner of crises to rapidly spin out of control.
Social media can inflame a crisis communication situation—or cause it—as illustrated in the two examples below.
1. An incident has occurred, and social media is helping to spread an inaccurate version—rapidly.
2. An incident has not occurred, but the social media universe is buzzing with comments about your organization's product, service, customer service, employees, etc.
In both instances, if you are not monitoring social media, you are ill prepared to craft an effective and comprehensive response.
Read the entire JoAnna Dettmann article
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