Silence, they say sometimes can be golden. In the world of PR, communication is the core of all that we do. It involves disseminating news about our clients through various channels of communications. PR also involves doing crisis management for the clients, especially when the information sent out is misconstrued by the receiving parties. With the advent of social media, communication has become a two way process. Whilst social media is a great tool to maximise the reach of your messages, brands and companies have to shore up contingency plans to bear the knock on effect should there be negative comments about them.
For consumer brands, using social media is an absolute necessary. It provides a great platform to directly engage with the consumers, learn about what they think of their product and so on. However not all responses on social media sites can be positive. Sometimes consumers load embarrassing photographs of a minor flaw in service or can sometimes post a disproportionate response to something unpleasant they experienced with the product or a service. Whilst it is a good idea to engage with your customers, it is also necessary to understand the type messages they you are going to respond to, and more importantly what information should you put up on public forum.
You cannot surely please all the people at all time, and this applies to business too. Therefore it is good to be quiet and let the minor storm pass without any damage.
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