What do you do if your reputation is at stake due to public criticism on social media?

First of all you calm down. I have seen it over and over again, this insane panic when we are talking about a marketing campaign. We are not saving lives here. Its social media. Stay where your feet are.

If facing public criticism on social media: 1. Stay calm. 2. Listen carefully. 3. Respond respectfully. 4. Engage constructively. 5. Take responsibility. 6. Monitor and manage. 7. Seek support if needed. 8. Learn and improve. Handling criticism professionally can enhance your reputation in the long run.

Here's how to salvage your reputation: 1. Acknowledge & Apologize: Address the criticism promptly and directly. If a mistake was made, own it and apologize sincerely. 2. Transparency is Key: Be clear and truthful in your explanation. Don't deflect blame or make excuses. 3. Listen & Respond: Engage with genuine comments and concerns. Show you're actively listening and willing to learn. 4. Take Action (if applicable): Outline steps to address the issue and prevent recurrence. Show commitment to improvement. 5. Pause & Reflect: Sometimes, silence speaks volumes. Consider stepping back from posting until the situation calms. 6. Positive Reinforcement: Share positive stories, testimonials, or past achievements to rebuild trust.

1. Cerrar sesión o silenciar aplicación. Cuando empieza el bombardeo de críticas o insultos, lo mejor es despejarse, no leerlos, y más que solo calmarse, distraerse con otras cosas, por lo menos las primeras 24 h, que suele ser más fuerte o insostenible. No es necesario que respondas si no quieres o sientes la capacidad en ese momento, dar explicaciones en tan corto periodo de tiempo hará que sigan circulando más comentarios. Luego de que te sientas listo y hayas analizado la situación, puedes volver a la aplicación y dar explicaciones o clarificar alguna situación, incluso dar disculpas o, por el contrario, denunciar a quien haya faltado el respeto. Responder por emoción es perder la batalla.

This is very important; do NOT kneejerk a response. You could be hot from being flustered and could make things worse. If the criticism is unsubstantiated, you will be able to come back strong and strike the haters down with the right information, data, and messaging. But if the criticism is valid, then you can come back with a level-headed response, providing justifications if needed. Remember that SocMed is SOCIAL. The audience are primarily people and we need to talk like a human being.

After containing the public issue, I start by studying what happened through evaluating the criticisms and their causes, and what our mistakes are. I listen to my team's opinions after their studies and analysis. Then I can form a comprehensive idea about these criticisms and I can address the mistakes and develop a strategy for solving them.

3. Respuesta. Luego de que objetivamente hayas analizado la situación, posibles problemas o posible detonante, es que debes trazar los motivos e incluso profundizar en tus razones para haber subido algo en concreto que fue criticado. Dependiendo de las críticas puedes o tener la razón o ninguna culpa, o bien haber errado y faltado el respeto sin querer. En cualquier caso, la respuesta puede ser dada en un rango de 24 a 48 h, para que ni tus seguidores o tus haters se vean magnamente estafados. Intenta conversar con alguien de mucha confianza e incluso un experto en gestión de emociones o contextos para otorgar una respuesta sincera, detallada y contundente. Al menos que quieras caer en polémica. (No recomendado si te dedicas a cierto rubro)

A personal touch by commenting on actual concerns is important along with speaking the truth. In such cases, "social listening" plays an important role which helps in addressing the criticism. Most of the customers are your loyal because they reflect and relate to the brand hence a carefully understanding the issue and engaging carefully helps in this case.

Engage with comments with whom you can leave respectful and valid responses with. Do not respond to “trolls” or blatantly rude people. In some cases, issuing a well-crafted public statement can help alleviate a crisis and address any comments referencing a lack of communication or accountability.

Monitor social media platforms closely to gauge the extent of the criticism and identify the key issues being raised. Assess the validity of the criticism and determine whether any genuine concerns need to be addressed.

In an age where career and social media are at times merged together, your best bet is oftentimes to do that which is sensible, and respectable. Common sense, in all actuality. If it seems to you that whatever it is may ruffle feathers, yet pique interest in a positive way, that can introduce important conversations. If it feels toxic, or harmful, probably best to steer clear.