Here’s an interesting dilemma … as a forward looking organisation you let your employees have access to blogs and social networks because you want them to join the conversation.
On a social utility service, like Facebook, some disgruntled customers set up a ‘hate’ group about your organisation. In among the rants appear some negative comments from one or two of your own employees! What do you do??
On the one hand, you invited them to join the conversation in the first place and they’re just expressing their views … on the other, they’re damaging your brand. Leaving them to continue making negative comments feels uncomfortable … leaning on them through their line managers feels like censorship. Accepted social media ‘wisdom’ says you should engage ‘in the channel in which the comments were made’ to try to turn things around … but do you really want to get into a ‘dialogue’ with a mixture of disgruntled customers and employees??
What would you do …?