The head-in-the-sand approach is no longer a viable option
Honesty may be the best policy—but sometimes it can hurt.
Although social media allows organizations to engage in honest conversations with their customers, it can also provide a forum for angry customers to voice their concerns. How you respond to these comments says a lot about you and your organization.
Online comments don’t just impact organizations—newspapers are learning how to handle them as well. The St. Louis Post-Dispatch recently wrote a story about how people are hesitant to be quoted in articles because they’re afraid of negative online comments. To be honest, I don’t blame them.