Companies stay positive in the face of criticism

12/30/2009 | eMarketer

Confronted with negative social-media buzz, most companies use positive tactics to try to restore their reputation, research suggests. Almost half reach out directly to online critics to try to solve their problems, while a third respond by improving their products to eliminate the cause for complaint. Only about a quarter of companies seek to suppress negative messages online, either by asking for content to be removed or by attempting to prevent negative feedback from rising in search engine rankings.

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