News

Social media has rewritten many marketing rules, not the least of which is how to protect your brand from critics.

A small group of very vocal and active detractors can do more now than ever before to damage your brand in real ways. How do you deal with them?

The first rule of crisis PR is to acknowledge the criticisms and openly communicate to those leveling the charges. But, in the social media sphere, sometimes the solution might be just staying silent.

Ad Age has an interesting piece that talks to a prominent “buzz manager” and puts forth some guidelines of when – and how – to respond if you’re being talked about negatively in the social media space based on a case study from P&G’s Pampers Cruisers.

If you haven’t standardized your response guidelines within your social media presence, you should. And soon.

Cindy Harris