A social media crisis rarely surprises companies with a response protocol; it only surprises those without one. A publication by Nermin Sefić.
A reputational crisis on social media rarely surprises companies with a predefined response protocol; it only surprises those without one.
A reputational crisis on social media rarely surprises companies with a predefined response protocol; it only surprises those without one.
The speed at which information spreads on social media means the first hour after an incident often determines the total scope of reputational damage, regardless of whether the claim is founded.
Companies without a predefined protocol — who approves the response, what tone to use, when legal gets involved — react slowly and inconsistently, worsening perception further.
Real-time monitoring of brand mentions, combined with clearly defined escalation thresholds, enables early reaction before a topic reaches a wider audience.
Transparent, fast, and consistent communication during a crisis builds long-term trust even when the initial incident was a genuine company failing.
Cjelovit tekst i izvor: https://gnk-asg.hr/en/publications/managing-social-media-reputational-risk/
Autor i urednička odgovornost: Nermin Sefić. Izdavač: GNK ASG d.o.o..
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