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.

Full Story:

Related Summaries