Mashable Article:How to Respond to Social Media Attacks
August 30, 2010
Great article this morning from Mashable in summary it says:
1) Determine if the compliant or attack is valid or has roots in truth. Respond promptly to right any wrong and do so in a professional and compassionate manner.
2) Have a response policy in place so you can respond quickly - don’t let negative posts of any kind fester -
3) Maintain your integrity – as in everything, your word means all. Don’t lie or cover up – without trust you have nothing.
The Mashable article contains examples from Ann Taylor Loft, Southwest Airlines, and Pretzel Crisps.
