In an article by Cara Waters, Gerry McCusker of Engage ORM is quoted on managing an online reputation. He lists 11 ways stop an online issue turning into a PR disaster.
A couple of the 11 tips:
1. Get together your social media response team. You’ll need to have one first. Identify the people in your business who should be involved immediately.
2. Face the facts. Your social media monitoring should alert you to a helicopter view of the issue and talk to you about the context not just the incident.
Read more here: Smart Company