If word of mouth is your bread and butter it can also be the stake in you heart (vampire metaphors are hip, so I went there). There are always “What would you do?” threads on the DWF, many of them dealing with people talking smack behind your back, or maybe better to you face (teenage vampires are also hip, so I went there, too).
I digress from my digression. Can one bad tweet ruin your reputation? Advertising Age asks the question, but the answers apply not only to the viral nature of bad press on Twitter, but more broadly across all social media platforms, and actual word of mouth that comes out of actual mouths. They offer great advice on how to respond, and how to decide if you even need to respond.
How credible is the source?
How influential is the forum?
How common is the complaint likely to be?
How serious is the complaint?
How likely is my response to make things worse?
How important is my issue to my brand’s consumers?
I would add to that take a deep breath after you get the bad news and keep your mouth shut long enough to analyze the situation so you can avoid making it worse.
Read the full article and answers to all of these questions at AdAge
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