Deciding if and when to respond to criticism online is a key part of a modern corporate communicator's job. It's not a simply judgement and depends on a range of factors. However, there are some key questions that need to be answered methodically before a PRO can make a reasoned judgment.
Today, Newscounter is publishing its guide to responding to criticism online. It won't be equally appropriate for every company - and there will be some vital issues missing for some (investor relations, regulatory restrictions, existing relationships etc). But it should be useful confirmation of existing good practice and thought-provoking for others. Feel free to share and review as necessary.
If you'd like any copies or a bespoke version developed for your company, get in touch.
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