What should an organization do when they find negative things being written about them online?
Ultimately an organization should assess the nature and source of the negative comments written online. If they are on a random person's blog or forum, then it should be ignored as just a minor issue, not important enough to deal with. If the negative post is on the organization's own forum/facebook/twitter, or is by a major public figure, then steps should be taken to respond to the criticism quickly and professionally. If the statements are true, apologize for them and assure them that steps are being taken to fix the issue. Concrete details of what is being done is also important. However, if the statements are false, then diplomatically explain exactly what is in fact going on to prevent the truth from being misrepresented.
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