I am examining how organisations can respond to negative criticisms made against the brand online. Blogs, social networks, forums etc are being used by consumers to complain about brands, products and organisational practices. The volume of negative user generated content increases on a daily basis. How can companies monitor this ever increasing volume of content effectively, and how should the company subsequently address these criticisms? Can these organisations use the same online communities to address threats to the brand equity? As an online community, what are your thoughts?
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