How can companies ensure that fans who inadvertently use the wrong nomenclature continue to feel good about buying, using and recommending their products? Jennifer Duval-Smith, a recent recipient of some unexpected legal communication, offers a few suggestions.
Author Jennifer Duval-Smith
In a communications crisis, speed kills. And nothing speeds like social media, says Jennifer Duval-Smith. So it pays to be prepared.
Following on from last week’s well-received column about why social media was like talkback radio, Jennifer Duval-Smith puts forward her views on why a combination of paid tools and manual monitoring is the best option for a consistent, timely and comprehensive overview of your social media chatter.
In social, just as on talkback radio, a one-off comment or blip in traffic may not mean much, says Jennifer Duval-Smith. But a good listening programme arms us with the ability to discern the blip from the trend, respond appropriately to an established pattern and back up our decision.