Social Media As A Crisis Management Tool

FRESHNETWORKS BLOG — I have a client who once said to me: "We want to use social media to attract more complaints." This may seem an odd thing to say, all too often attracting complaints is a reason people cite for being anxious about using social media. But this client knew that one part of there service didn’t always perform as well as they might hope. They also knew that nobody ever really complained to them. They must be complaining somewhere, they thought, and we’d like them to be complaining to us. People use social media for lots of things, but they often use it to express their opinion about a brand or organisation, to tell you where things are good and to tell you where things are bad...