Answer to Question #240585 in Management for Gomolemo

Question

Organisations now depend on online platforms to market and advertise their products and services. This puts them in direct contact with their clientele and the customers in turn can rate an organisation’s products or services, rate customer service, voice their opinions and concerns and ask questions. RICHFIELD wants you to help them develop a strategy in the form of a decision tree to help their marketing team respond to online queries and posts better. Use the six conditions below based on the type of post or comment to develop this strategy: a) Negative Ignore (These are posts that you have to ignore usually from online “trolls”) b) Negative Respond (Negative genuine posts fall under constructive criticism) c) Neutral (These are posts that are neither good or bad) d) Positive Posts or Comments e) Crisis Posts or Comments (e.g. posts that have legal ramifications, are defamatory or incite violence) f) Policy Violations 

Answer 1

1. Negatives _ignore time wasting
2. Negative responses- Criticize
3. Neutral-consider
4. Positive posts-Appreciate
5. Crisis posts-ignore them
6. Policy violation-Report to the management