Social media for small business can be a blessing and a curse. The same immediacy that makes social media so effective for connecting with customers is exactly what can work against a brand if things go wrong. Couple this with the traditional media’s (print, radio and TV) glee at reporting “social media fails”, you can understand why some Irish businesses are still apprehensive about social media. This apprehension affects everyone from small mom and pop operations to large multinational corporates.
While social media, like all communications channels, does have its pitfalls, the positives far out way the negatives. It allows you unparalleled reach, it’s relatively inexpensive and it allows you to communicate directly with your target customer. However, what happens when things go sour and you find yourself on the receiving end of negative attention? Do you ignore it and hope it will go away? Do you respond? How do you respond? (more…)