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Navigating Negativity: What to do When Things go Wrong


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Social media and the internet in general have allowed us to grow our audiences and amplify our message; these tools have allowed us to connect with customers and community members in real-time.

But what happens when things go wrong? When a complaint goes viral? When what is perceived is not the truth?

Don't let these "what-ifs" prevent you from harnessing the power of social channels, though. This session will share proactive tips on how to prevent social media push-back (such as establishing monitoring procedures), and dive into what to do in scenarios of varying degrees of crisis and sensitivity, from a one-star review to a negative news story.