Outspoken Media posted an article about how a company should react to a negative review or, ugh, outright attack in search engines and social sites. In the article, Lisa Barrone outlines the situations in which responding to bad online press is necessary and the times in which you should sit back. She also outlines some steps to take when trying to mediate an online reputation disaster. Here are some of those steps:
- Listen
- Be Honest
- Remain Calm
- Speak Like a Person, not a PR campaign
- Promise to do better
Lisa also linked to a great flow chart created by the U.S. Air Force that any company could follow to determine the severity of the attack and how the company should respond.
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