Responding to criticism online

We recently looked at company guidelines for managing social media. One of the most important elements of this is when a company is managing criticism of their reputation.

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.

Guidelines for managing social media

Intel has a great set of guidelines for managing social media. I often get asked by corporations how they should guide their employees in the use of social media. Despite overwhelming demand, there is no single generic guide available. This is because it depends entirely on the corporate culture.

Many organisations are still deeply uncomfortable (and nervous of the regulatory implications) of allowing employees to engage with social media. So giving them a really good set of social media guidelines will probably lead to further retrenchment.

However, some companies understand the value of social media and guide their employees to use it in a responsible, constructive manner which adds value to their brand. Intel is one such company. Its social media guidelines are well worth a look and provide as good a template as any for how employee engagement in social media can protect and promote your brand.