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Jennifer Vickery, President of National Strategies Public Relations, on the importance of addressing negative social media interactions before it reac...
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How we have seen recently an explosion.
Them out range.
Online and on social media FaceBook sites -- -- center about various companies think of Spirit Airlines remember when spirit.
Would not give refunds -- not dying veteran a lot of victory all fire had their way via social media so.
What do you do as a company and indeed is an individual.
If you suddenly -- some sort of break out of war on your social media pages Jennifer victory is CEO.
I'm president of national strategies public relations joining us.
From Tampa Florida good to see Jennifer.
-- casino -- yeah I'm doing great thank you great to have you here so you know you've got a company like spirit or any good company that suddenly finds itself at the center of one of these sort of social media explosions.
What's the first thing they should do.
Absolutely the first thing they should do it is really take a moment to think about.
What's going on -- situation because conflict is really.
Unavoidable it happens at the grocery -- in line at a red light and it will definitely happen on social media where millions of people are now converging.
So the first thing nice I recommend to do is don't take -- personality.
And that's the sounds a lot easier than it really is.
But when you don't take it personally -- realizing that no matter how much of an -- you are how great you're doing in business there's always somebody that will disagree with -- And -- to look at it out way and also that it's not usually an attack on you personally.
Even if you've.
Then the one involved or you made the post on social media.
That it's usually at a way for that person expressive voice -- event on how they're feeling frustrated with that situation or in other areas of their life.
So that's usually the first place to start.
Right and then also I guess taking a little bit of tying the to process what is going on before you actually respond.
Absolutely.
My rule of thumb is to walk away before responding.
The reason is there could be a high level of emotions going on before you respond obviously the person that may be right some things a little aggressive.
In that message will have a lot of -- a motion.
So by taking a moment walking away coming back to it.
Thinking about the message and then responding so.
Ask yourself and be honest.
If you're sad or if you're feeling up any kind of anger -- -- you perceive.
If you still feel -- walk away again or get an associate to help -- -- very interesting I just want to point that draw viewers that we're having some.
Issues with -- continue he got beat up into the dock their -- -- just about make you -- in the shadows if any of our viewers -- wondering why we're out looking on -- This problem and I guess and I'm not -- your third point was finding something to agree on what do you mean by that.
Absolutely so that we always have points -- we can look at what the person is complaining about her being even venomous about.
And what is it that we can find that we maybe have a middle ground about.
Often times some people in them personally or from a -- last weekend our spines.
Back with a critique the -- critique back and that really doesn't help from a public relations perspective it doesn't make matters any batter.
So finding that middle ground to what you both can agree on even simply thinking that person for their time and their -- back.
And new insight into.
How you can address -- handle things a little bit -- or differently.
Is -- send -- now what to do if you still think that person's just flat out wrong maybe they didn't.
-- good experience and it was just a bad scenario or they didn't read the article the full way.
Well then even just by simply thanking them for their time.
Is coming to a middle ground in finding what you can agree on is that you're thanking them for their time at least half and then often -- -- as this situation.
Right and then finally Jennifer before I let you go envy these same sort of rules can apply to personal.
Sort of baffles on social media as well.
Absolutely and it's it's something that's really unavoidable it's happening and can apply from both the personal to the business perspective.
Definitely all right Jennifer victory CEO and president of national strategies public relations thanks very much for being with us Jennifer.
Thank you think all right and no apology -- -- again for all lighting issues that but at least you could hear how are all the time a lot of very interest in points.
