Those who have had negative experience with an organization are ...

[erika]

Those who have had negative experience with an organization are known as what?
 
  A) Public affairs
  B) Trolls
  C) The misguided
  D) Unhappy customers
  E) Ragers

Question 2

What should be done before responding to comments made on social media sites?
 
  A) Use an automated reputation analysis to better gauge consumer reaction.
  B) Respond based on a predetermined public relations plan.
  C) Evaluate the source, the tone and the content, and then choose a response that fits.
  D) Use anonymous responses to counteract the negative information, and then post a company response that supports the anonymous response.
  E) Contact the writer privately to determine the real source of discontent, and then post an appropriate response.

[milbourne11]

Answer to Question 1

Answer: D
Explanation: D) The Public Affairs Agency of the U.S. Air Force groups senders of negative messages into four categories, including trolls (those whose only intent is to stir up conflict), ragers (those who are just ranting or telling jokes), the misguided (those who are spreading incorrect information), and unhappy customers (those who have had a negative experience with the Air Force).

Answer to Question 2

Answer: C
Explanation: C) When you encounter negative messages, resist the urge to fire back immediately. Instead, evaluate the source, the tone, and the content of the message, and then choose a response that fits the situation.

[erika]

Excellent

[shailee]

Thanks for the timely response, appreciate it