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• Immediate Evaluation: Swiftly gauge the controversy’s extent and nature to understand the audience’s sentiments and the issue’s gravity. • Identify the Cause: Determine whether the backlash stems from miscommunication or genuinely offensive content to tailor your response. • Monitor Reactions: Track comments, shares, and messages to identify key concerns and recurring themes. • Analyze Impact: Assess the potential damage to your brand’s reputation and the urgency of a response. • Stay Objective: Keep emotions in check to avoid escalating the situation with a hasty, ill-considered reply. • Plan Response: Develop a clear, measured strategy that addresses the core issues and demonstrates empathy and accountability.

Pause. Analyse. Strategise. Action Never approach negative feedback/ backlash from a place of emotion and always continue the conversation either over the phone, DM or email (not publicly). Pause: Take a pause and step back. Analyse: Does this comment hold truth? Strategise: Is there anything I could do about the feedback? Action: Take the conversation off social media. Acknowledge their comment with empathy and compassion saying “we totally understand/ I’d too feel this way… we’ve sent you a DM to discuss in more detail”

Pare, pense e analise a situação. Não responda comentários negativos e criticas pautados na emoção - antes disso, defina com o seu time de imprensa e social media qual a postura da marca nessas situações e elabore interações que conversem com esse direcional.

• Acknowledge Feedback: Recognize and appreciate the feedback from your audience, showing that you value their opinions and feelings. • Active Listening: Engage in a two-way conversation, demonstrating that social media is not just for broadcasting but also for listening. • Seek Understanding: Focus on understanding the perspectives behind the backlash, even if you don't agree with every critique. • Empathize: Show empathy by addressing concerns sincerely, which can help diffuse tension. • Reflect and Analyze: Use the feedback to gain insights and reflect on potential areas for improvement. • Respond Thoughtfully: Craft responses that are considerate and aim to resolve misunderstandings or provide clarity.

• Assess & Listen: Fully understand feedback by analyzing and listening to your audience's concerns. • Thoughtful Reply: Craft a considerate response addressing key points to show you value their perspectives. • Sincere Apology: Apologize genuinely, acknowledging specific issues to demonstrate accountability. • Clarify Misunderstandings: Provide clear explanations to resolve confusion and rebuild trust. • De-escalate Tension: Aim to calm the situation, showing you take it seriously and respectfully. • Follow Up: Monitor the conversation and engage further to show ongoing commitment.

Não responda de maneira enviesada ou padronizada - personalize as mensagens para cada reclamante respondido. Também não floreie as respostas, seja objetivo, direto e transparente, pois os usuários conseguem identificar ensaboadas institucionais.

Mais do que responder haters com uma postura reativa, elabore respostas que direcionem para outros conteúdos ou crie novas publicações com base na polêmica. Textos ou carrosséis respondendo aos principais pontos de insatisfação costumam ser saídas inteligentes.

• Address the Issue: Take immediate, transparent steps to resolve the controversy, including a sincere apology if needed. • Create Positive Content: Share engaging, positive content to shift focus away from the controversy. • Monitor Ongoing Conversations: Keep track of discussions and respond to concerns consistently and calmly. • Engage Your Audience: Foster new discussions and be proactive in responding to comments and messages. • Maintain Consistency: Post regularly to align with your brand’s positive message and rebuild trust. • Re-establish Presence: Focus on long-term strategies to strengthen your brand’s image and engage constructively.

Effectively addressing a self-stirred issue on social media requires prompt, calm, and strategic action. Begin by acknowledging the issue publicly, demonstrating awareness and responsibility. Apologise sincerely if necessary, showing genuine regret and commitment to resolving the matter. Quickly move the conversation to private channels to discuss specifics and provide resolutions without further public scrutiny. Once resolved, follow up publicly, highlighting the actions taken to rectify the situation, which helps to rebuild trust and transparency. Finally, analyse the root cause to prevent recurrence and maintain ongoing engagement to positively shift the narrative and restore credibility.