It is necessary to remember several basic principles:
Any negative will remain with you forever. Respectively, focus in work has to be shifted significantly towards work with risks.
It is necessary to begin with the simple procedure — to carry out monitoring and the analysis of social networks. All reputation risks will be clearly. Further the company can begin to talk to people on social networks, solving their problems, convincing, arguing and just listening to opinions.
Be ready to changes
With the saved-up feedback it is necessary to do something — it is the most difficult. Changes — disease process for any organization in principle, especially changes in favor of clients as they are connected with loss of money.
The main task of the specialist in communications is in going against the current and to insist on changes. He has to lay down kostm to stop a negative at the level of actions of the company, by whatever momentary benefit they have been dictated. Then will correct already late. Constant readiness for changes is necessary.
It is necessary to work quickly. It is necessary not to rise before the choice: to protect the, trying to become silent a problem, or to unconditionally support the client.
Answer on the same platforms
If the brand is attacked on the Internet, it is necessary to be protected in the same place. The loss of reputation is obvious if sales have fallen, newspapers and television with relish have lit everything, clients have left. It is impossible to return all left clients, it is rather about how to minimize damage. Here, more than ever, by the way PR campaign is necessary. This excellent grant on crisis communications.
Don’t forget to apologize and thank
It is necessary to talk to people, and to do it validly, not to forget to apologize and thank. Eventually, as it is surprising, people want to make your brand better.