To prevent a public relations problem, which of the following ...

[c0205847]

To prevent a public relations problem, which of the following might be the best way to respond to a critic who posts negative information about the company?
 
  A) Assess the message for flaws.
  B) Threaten legal action unless the post is removed.
  C) Contact the writer privately to attempt to resolve the situation.
  D) Monitor feedback about the complaint before making a decision.

Question 2

Unhappy customers use social media to voice complaints to a larger audience than just the organization.
 
  Indicate whether the statement is true or false.

[Kimmy]

Answer to Question 1

Answer: C
Explanation: C) Respond to unhappy customers with efforts to rectify the situation and reach a reasonable solution. In addition to replying promptly, make sure your response won't make the situation even worse. For example, taking legal action against critics, even if technically justified, can rally people to their defense and create a public relations nightmare. In some instances, the best response can be to contact a critic privately (through direct messaging on Twitter, for example) to attempt a resolution away from the public forum.

Answer to Question 2

Answer: TRUE
Explanation: For all the benefits they bring to business, social media and other communication technologies have created a major new challenge: responding to online rumors, false information, and attacks on a company's reputation. Customers who believe they have been treated unfairly like these sites and tools because they can use the public exposure as leverage.

[c0205847]

TYSM

[Laurenleakan]

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