Your client is facing social media backlash. How can you ensure their public image remains positive?

In the event of negative social media discourse regarding a client's brand, a prompt and sincere response is crucial to mitigate reputational damage. Acknowledge concerns on the originating platform, expressing empathy without defensiveness (e.g., "We sincerely apologize for any offense caused"). Focus on solutions, outlining corrective actions (e.g., "The design has been removed, and a more inclusive collection is underway"). Leveraging positive voices by thanking supportive customers further demonstrates accountability. Proactive measures like social media monitoring and crisis planning can prevent future occurrences.

If your organization is facing a social media backlash and there is no "operational" cure -- 1. Act fast! "The house is on fire" fast. 2. Dust off and implement the crisis comm plan. 3. Prep your CEO with three fact based, detail messages that he or she or they have memorized and can deliver impromptu 3. Offer to take the flamethrowers off line and have a real discourse if they are interested. 4. Bring in the troops who will say good things about you. Ask them to come to your rescue by post, post, posting good, honest info. 5. Investigate the flame throwers, do they have real social media profiles? Or are they recent, fake, paid for bots? 6. Tell your story to the world before someone else does more damage.

- Listen Actively: Understand concerns and sentiments. - Transparent Response: Address issues promptly with honesty. - Authentic Engagement: Show empathy and commitment to resolving issues. - Proactive Communication: Highlight positive actions and customer endorsements. - Continuous Monitoring: Adapt strategies swiftly based on feedback to safeguard reputation.

When a social media backlash hits, think of it as a burst pipe in a wastewater system. Immediate action is crucial to prevent further damage. In my experience, understanding the sentiment behind the backlash is akin to diagnosing the root cause of a pipeline failure. Is it a localized issue or a systemic one? For instance, during a campaign for a trenchless technology firm, we faced criticism from a specific community. Quick sentiment analysis allowed us to address their concerns directly, averting a larger crisis. Remember, swift and accurate assessment can transform a potential PR disaster into an opportunity for positive engagement. Until then—keep it flowing.

In your response, emphasize any immediate actions being taken to address the issue. Transparency about steps to rectify the situation demonstrates accountability and a commitment to improvement. It's also beneficial to follow up with regular updates as the situation evolves, ensuring the audience remains informed and engaged. Use a consistent tone and message across all platforms to maintain credibility. By showing empathy and taking decisive action, you can help mitigate the backlash and restore trust in your client's brand.

I have had a personal brand experience a social media Backlash. I have seen other brands experience the same. If we have the resources, we may choose to respond but I have learnt over the years that the more sustainable and longterm way to is to take the lesson and fix the error and move forward with the correct approach. People catch on. People respect people who acknowledge errors, fix it and bounce back/move forward, and I love that I state this fact in an era where it is known that brands are striving to be human, while humans are striving to be brands. At the core of every entity is a story of a human who is striving to make a dent in the universe despite their propensity to err. It's part of the growth journey. Learn and adapt.

First, take stalk of all your touchpoints...email, social, phone, text, however people get a hold of you. Second, develop a consistent message that both states you "mucked" up and how you are going to improve going forward. Thirdly, start taking control of the "news" about you. One way is develop and podcast or blog....let people know who you are and all the steps you are taking to improve your image, so when someones tries to find you (Google search) all you most recent content will show up. Finally, altrnate yo r name, give your self an new(ish) identity...let the old you fall off the map....time is your friend!!!!

Build a community and an army of supporters before you ever need them. Much of the content in our newsfeeds today is noise. Social media needs to be social. If you are successful in creating this space, the "backlash" will be much easier to navigate.