How should an association respond to criticism via social media? Amy Kinnaird, president of the Global Social Media Managers Association, advises, “[Make] one post and [go] silent. Put it out there that you’re working to address the complaint and then just stay quiet for a while and let the controversy die down…. All [most people are] looking for is an apology. So get in front of the issue, apologize for their negative experience, and then offer to take the conversation offline. Responding positively gives you more credibility as an organization.” Kinnaird further advises to refer to the association’s communication guidelines for advice on how to deal with social networking issues.”
From “How Not to React to Criticism on Social Media” by Rob Stott, Associations Now, May 20, 2013.