What should be done before responding to comments made on social media sites?
A) Use an automated reputation analysis to better gauge consumer reaction.
B) Respond based on a predetermined public relations plan.
C) Evaluate the source, the tone and the content, and then choose a response that fits.
D) Use anonymous responses to counteract the negative information, and then post a company response that supports the anonymous response.
E) Contact the writer privately to determine the real source of discontent, and then post an appropriate response.
Answer: C
Explanation: C) When you encounter negative messages, resist the urge to fire back immediately. Instead, evaluate the source, the tone, and the content of the message, and then choose a response that fits the situation.
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