If you work for an organization that is utilizing or could possibly utilize social media, please pay attention to this post.
Okay, let’s come to a quick agreement. Social media is still new to a lot of people and the rules of engagement and moderation will continue to evolve. Agree? Good.
I stumbled on something yesterday that absolutely made me cringe. Company X has thrown up a facebook page and is actively promoting the page via their Web site. They’ve been fortunate enough to garner a decent number of “fans” in less than a week and that’s great. They’ve also plugged in a decent amount of content as well.
Here is where their messing up – and messing up big time. This particular company has done something that isn’t favorable with customers and several individuals have left some negative comments on their page. There right out in the open for everyone to read. The problem is that the company has not publicly posted a response to the comments. There just lingering. Again, this makes me cringe. Maybe they have sent a direct response to the individuals, but that isn’t enough. If you are going to leave negative comments out there for anyone to read, you need to address them publicly.
Negative comments are part of the social media game and you have to take the good with the bad, but when something bad comes up it’s crucial that the problem is addressed. If you messed up, state what you are doing to fix the problem.
