To the Point: Brand Slammed?

So what if someone disses your brand online? What do you do? Here’s what I recommend.

1. Listen for it
Be sure you monitor what people are saying about your organization online. Keep tabs via Google Alerts, and on Twitter (via TweetBeep, for example) and YouTube.

2. When you find something negative, assess who is saying it and who is listening
Is this one crazy person with no audience? You might want to just watch and wait. Or is it someone who talks to people in your audience? Even one noisy person can be a problem if she has or can rapidly build a following with people who matter to you. Or if, as in the case of Domino’s, the traditional media pick up on the diatribe. I generally err on the side of judging someone worth responding to rather than ignoring negative remarks.