Protect Your Brand Without Being Defensive
By
JLandis
Opening yourself, your clients, or your company to the New Media is an experience that can make many people nervous.
How do I respond to negative feedback?
How do I combat disinformation?
How do I speak freely in a culture where anything can go “viral” and end up as a lead story on the traditional news outlets?
The Web and the speed at which information can travel can make even the most outgoing people become tentative. Many companies are pulled to the “New Media” marketplace out of a sense of obligation. Both personal and company brands can benefit greatly from a properly managed digital footprint.
How To Respond
The key to any response is to be prepared and have a plan. With little if any barriers between you and your fans/customers it is important that you have an answer to the questions above before you set out Web. The U.S. Air Force designed a blog response chart to help it’s organization determine what bolg articles it wanted to respond to.
Stephanie Marcus over at Mashable.com has written a great article HOW TO: Respond when Social Media Attacks Your Brand. She shows ways in which you can take bad feedback and turn it into a postive or atleast turn the conversation one that helps promote your brand.
The most important thing to remember is to NOT respond emotionally. An emotional response to negative feedback or comments will only make matters worse and while trying to score a win you may alienate other fans/customers. Take the high road and show all who view your interaction that you are passionate about taking the correct course of action and you may just win more fans or customers in the process.
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Protect Your Brand Without Being Defensive
By JLandisOpening yourself, your clients, or your company to the New Media is an experience that can make many people nervous.
How do I respond to negative feedback?
How do I combat disinformation?
How do I speak freely in a culture where anything can go “viral” and end up as a lead story on the traditional news outlets?
The Web and the speed at which information can travel can make even the most outgoing people become tentative. Many companies are pulled to the “New Media” marketplace out of a sense of obligation. Both personal and company brands can benefit greatly from a properly managed digital footprint.
How To Respond
The key to any response is to be prepared and have a plan. With little if any barriers between you and your fans/customers it is important that you have an answer to the questions above before you set out Web. The U.S. Air Force designed a blog response chart to help it’s organization determine what bolg articles it wanted to respond to.
Stephanie Marcus over at Mashable.com has written a great article HOW TO: Respond when Social Media Attacks Your Brand. She shows ways in which you can take bad feedback and turn it into a postive or atleast turn the conversation one that helps promote your brand.
The most important thing to remember is to NOT respond emotionally. An emotional response to negative feedback or comments will only make matters worse and while trying to score a win you may alienate other fans/customers. Take the high road and show all who view your interaction that you are passionate about taking the correct course of action and you may just win more fans or customers in the process.