That means rather than simply listening for online criticism and then responding to it, brands must start 10 steps ahead by anticipating possible issues and putting programs in place to blunt the impact of these potential challenges should they occur. Otherwise, your brand could unwittingly find itself the target of an online cancellation attempt or other existential crisis.
I asked professional communicators, brand managers, entrepreneurs and others to share their top tips for reputation management in the post-truth, cancel-culture world of 2021. Here are 38 of those tips. To better organize these insights, I've arranged them into four categories—Strategy and Planning, Working with the News Media, Managing Social Media, and Managing and Responding to Online Reviews.