Online Reputation Management For Dummies

Responding Effectively

In order for you to resolve this crisis more effectively, consider authorizing your employees within more relevant departments, such as human resources or marketing, to engage during a crisis. People who have demonstrable people skills and who already have your brand’s best interest in mind are powerful allies.

On a totally practical note, I just want to point out that your existing employees are already on the payroll. Just saying. Very few companies can comfortably afford to hire large outside PR agencies on an emergency basis and not have their bottom lines suffer. As long as your employees are kept in the information loop, treated with respect, and given the extra time to do what they were normally supposed to accomplish during the crisis, there probably won’t be any backlash from asking them to help during an online crisis. Just be sure to send your employees a copy of the following ten commandments of community.

The Ten Commandments of Community

Be transparent

Be helpful

Be trustworthy

Make it right

Share solutions

Stay calm when you’re provoked

Be sensitive ...