Answer to Question 1
Answer: D
Explanation: D) After you have assessed a negative message, quickly make the appropriate response based on an overall public relations plan. The Air Force, for instance, doesn't respond to trolls or ragers, responds to misguided messages with correct information, and responds to unhappy customers with efforts to rectify the situation and reach a reasonable solution.
Answer to Question 2
Answer: C
Explanation: C) After you have assessed a negative message, quickly make the appropriate response based on an overall public relations plan. Respond to misguided messages with correct information, and respond to unhappy customers with efforts to rectify the situation and reach a reasonable solution. Trolls are those who like to stir up conflict, ragers are those who are just ranting, the misguided are those who spread incorrect information and unhappy customers are those who have had a negative experience.
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