Question

How are organizations responding to social media complaint? Adding non-disparagement clauses in consumer contracts Increasing the legal staff in the organization Zeroing in one statement that is not true and ignoring the rest. Deleting unfriendly posts

Answer 1

Answer:

Organizations are responding to social media complaints using all of the methods indicated.  This provides more tools to avoid any type of repercussions.

Explanation:

1. Adding non-disparagement clauses in consumer contracts.  When someone downloads an app, a user must accept an agreement, sometimes so extense and complicated, that the user will just click Accept.  These agreements or contracts could include protections so costumers don't speak negatively about a company.
2. Increasing the legal staff in the organization.  In the case of legal actions, the best protection is to have several attorneys preparing documentation in advance and receiving notification of all potential complaints from community managers.  
3. Zeroing in one statement that is not true and ignoring the rest.  The community manager can take action reducing importance to any complaint created by a consumer, and disregard all related comments.  This will make appear the complaint as something unfounded and will lose importance to the eyes of other consumers.
4. Deleting unfriendly posts.  The most aggressive form of control, and the one that could affect the corporative image the most.  Since customers are denouncing something that feels is affecting them directly, the deletion of this complain could be seen as censorship, and tyrannic.  Even though the company could set rules to avoid discrimination and violence on their social networks, a comment sent to get help about a situation that affects a customer directly is not correct from a marketing or public relations stand.