Do You Really Have a Crisis on Your Hands?
Before we delve deep into crisis management dos and don'ts, it's worthwhile to ask what really constitutes a crisis. Is a bad online review a tragedy, or just a bump in the road? Overreacting to negative online feedback can create unnecessary confrontation and isn't always worth the effort, especially when a polite comment will go a long way toward calming the waters. Here are some rules for deciding whether or not you've really got a crisis on your hands.
Spotting your online adversaries is the first step in identifying a genuine crisis. We put antagonists into four categories: trolls, misinformed bloggers, unhappy customers, and scrutinizers. Being bashed by a troll is irritating, but not a crisis. The ...
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