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How to Respond to an Online-Reputation Crisis

How to Respond to an Online-Reputation Crisis
When it comes to managing an online-reputation crisis, remember this adage: An ounce of prevention is worth a pound of cure. But if you're in the middle of a crisis that could damage your brand, warnings don't work — you need to take action. No matter what your situation, you will always do well to consider the following: Spot the issue as early as possible via monitoring. Respond to people in real time as much as possible. Never leave people hanging for long, or else they will tend to share more emotionally. This is how issues escalate. Be transparent via your brand. If there's a problem admit to it, apologize graciously, and tell what's being done to address the problem. Keep people up to date. As new developments arise, let people know online. Talk to your friends. During a crisis it's really effective to reach out to your brand ambassadors,... Read More