A new eMarketer report takes a look at best practices for brands dealing with negative social media buzz, creating a roadmap to response before, during and after a crisis of any size.
The new report, “Dealing with Negative Buzz on Social Media,” analyzes findings from dozens of third-party research providers and interviews with industry executives, exploring key concerns, including:
“With social media playing a major role in consumers’ lives and their relationships with brands, this issue is not going away,” notes eMarketer. “But the good news is that there are new tools and techniques for companies to take advantage and use social to prepare for, respond to and fix negative situations on social media sites.”
Forty-six percent of internet users vented frustration at a company via social media according to a 2012 American Express Survey. Despite that fact, a 2012 Weber Shandwick study showed that only 40% of senior corporate communications professionals worldwide felt that their companies were prepared to deal with a social-media-based threat.
Key Takeaways from “Dealing with Negative Buzz on Social Media”:
For many brands, negative social media buzz is inevitable, but these conversations can provide important insights about their customers and target audience and prevent marketers from making the same mistake twice on future campaigns.
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