You’ve heard the sayings before – ‘all publicity is good publicity’, or ‘there’s no such thing as bad publicity’, or some other variation of this.
Sadly, this isn’t always the case because negative publicity has the potential to harm an organisation’s reputation, which could have an adverse impact on things like public trust in your brand or products. In turn, this could hit sales and your bottom line.
So, imagine the scenario where something has happened and you get a call or email from a journalist looking for a response. What do you do? How would you handle it?
Well, here are our tips for crisis communications and handling such media enquiries if you don’t have a PR agency:
While the above deals with the traditional media, what would you do if an allegation of complaint came via social media?
Well, much of the above still applies, but the main difference is around dealing with the complainant away from the public sphere, so you can manage the issue in private. This ensures other social media users are not monitoring your conversation. For example, on Twitter that would be getting the complainant to send you a Direct Message and then dealing with the issue there.
Additionally, when dealing with complainants, you would take into account their social presence. If they have a small social following, you would not want to take steps to elevate their position and give them a voice to a wider audience.