Organizing Your Team’s Approach
Making a few decisions ahead of time about your team’s approach to messaging can save you a lot of heartache later. In the heat of the moment, during an escalating online reputation management crisis, every minute counts. Having an organized team approach to messaging prevents most issues from developing into something unfortunate for your brand. The following are things you need to resolve ahead of time so you can spend the rest of your time planning your next paid vacation instead of worrying about what’s going to happen online next.
Smaller organizations have the easiest time with this issue. If you’re a small-business owner and make all major decisions, you have it easy. Still, you should decide ahead of time what your policy is on different matters that typically arise online, such as requests for refunds, referrals, and requests for proposals.
Having to think on your feet all the time is highly overrated! Settle these questions in advance so you can share a clear policy that’s been thoughtfully presented. Having things like this in place helps you to react better in the moment because you’ve already made that decision. All you have to do is share it in a timely fashion.
Deciding who’s guiding
Larger companies may have several departments that are interested in creating a strong online brand reputation and leveraging it to meet their departments’ goals. This sounds like a lot of fun until somebody has to make the sticky decision ...