Crisis Management: Handling Ugly Online Reviews

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    Take care of your reputation and it will take care of you

    Whatever your organization does, it’s a safe bet to assume you’re looking for ways to manage your poor online reputation. After all, with pretty much all of us carrying a teeny tiny research machine in our pocket in the form of a smartphone, what comes up when someone searches your name is a major concern.

    Along with search results, web reviews, whether on social media platforms like Yelp and its kin, will be the first thing most stakeholders see when they go looking for more information, which makes keeping things positive a core aspect of modern crisis management.

    We came across a useful infographic, put together by the folks at Search Influence, that can help you understand what exactly is involved in managing online reviews:

    Infographic: Reputation Rescue: Dealing with Your Business's Online Reviews –
    Infographic: Reputation Rescue: Dealing with Your Business’s Online Reviews, Courtesy of

    We use the phrase, “Your reputation is your most valuable asset” a lot because it’s true. Put the time in to care for yours, and you’ll reap the rewards. Don’t bother, and you’re all but guaranteed to find yourself in need of crisis management sooner rather than later.

    For more resources, see the Free Management Library topic: Crisis Management

    [Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, and author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also the editor of its newsletter, Crisis Manager]