| One of the big issues facing businesses today, in a | | | | overly defensive, and if possible try to steer the |
| world of instant reviews and online blogs, is managing | | | | conversation so that they do not need to further |
| negative publicity. While in the past there may have | | | | repeat their problems. Keep in mind that any public |
| been only a handful of channels available to reviewers, | | | | conversation will also be indexed by search engines, |
| allowing you to carefully monitor and control your | | | | and could exacerbate your negative publicity. |
| messaging, these days anyone with an internet | | | | Attempt Reconciliation |
| connection can post whatever they want about your | | | | Once you have an idea of the underlying issue that |
| brand, and their posts may find their way to the front | | | | provoked the negative publicity, you can make an |
| page of an important search. | | | | attempt to remedy the problem. Often people who |
| You can do your best to keep publicity positive by | | | | post negative reviews online are doing so out of a |
| treating every job as important, making personal | | | | sense of frustration, and the simple act of reaching out |
| connections with colleagues, and keeping open lines of | | | | to them will be enough for them to feel their complaints |
| communication so that you can address problems as | | | | have been taken care of. |
| they arise and before they are shared with the world. | | | | If you are able to reach an understanding with the |
| Eventually, however, it is likely you will inadvertently | | | | other person, such that they feel okay with the |
| generate negative publicity, and at that point you'll need | | | | situation, the next step is to ask them if they would |
| to deal with it. By keeping your wits and taking | | | | remove their original negative review, or post a |
| immediate action you can mitigate possible damage. | | | | follow-up review. Having negative publicity taken away |
| Keep Initial Exchanges Private | | | | entirely is of course always preferable, but in cases |
| Assuming the negative publicity you're receiving isn't | | | | where that's not possible, having an immediate |
| obviously just someone lashing out to be negative and | | | | follow-up explaining that the situation has been |
| get a response, your first step should be to contact | | | | resolved can actually help your brand in the long run. |
| the person who wrote about your brand. Keep in mind | | | | If All Else Fails, Bury |
| during your exchanges that you are trying to fix the | | | | If reconciliation is not possible, either because the |
| problem, however, and do not get overly defensive. | | | | person is just out to slander you, or because you |
| Generally this first round of exchanges should take | | | | simply can't come to an understanding, make efforts |
| place privately. | | | | to hide their negative comments. By utilizing brand |
| You want to be able to be honest in your responses, | | | | reputation tools you can push negative publicity down |
| and you want them to feel free to clearly articulate | | | | search engine results for your name or brand. |
| their problems, without giving further fuel to their | | | | Although the negative publicity will still exist, its effects |
| negative reviews. If they decide to move the | | | | will be greatly lessened by the fact that most web |
| conversation into a public forum, such as a comments | | | | users won't ever see it. |
| thread, take extra care to never come across as | | | | |