When social media marketing started, responding to customers or users may have seemed optional. In present times, though, it has become relevant. It can be considered an important pillar for brands who wish to enhance their online reputation through it. Social media response management is, therefore, a way of improving your ORM practices.

1. Social Media Response
Management – A Key Pillar in
Online Reputation
Management

2. When social media marketing started,
responding to customers or users may have
seemed optional. In present times, though, it
has become relevant. It can be considered an
important pillar for brands who wish to
enhance their online reputation through it.
Social media response management is,
therefore, a way of improving your ORM
practices. When it is done rightly, it can assist
you in managing your reputation. Possessing
complete knowledge in this regard can then be
vital.

3. What is Social Media Response
Management?
On your social media profiles on platforms
like Facebook, LinkedIn, Instagram, etc.,
users may often drop comments. They can
comprise feedback, queries, or complaints.
Providing a response to these and how you
respond indicates how you manage these
comments. This further explains what social
media response management means.

4. How ORM and Your Social Media Response are
connected?
Online reputation management hints at the experience
delivered by a brand to a customer or user. When the nature
of this experience is positive, the reputation is enhanced.
Given that it has been negatively delivered to users, your
brand’s image may begin to struggle. The management of
social media responses is also a way of creating an experience
for a person. In this instance as well, the nature of the
response will have an effect on brand image.
As many as 4.62 billion users access social media across the
globe. Every month, new users are also observed. Depending
on how you respond to comments, numerous people can
understand the extent to which you value the users. A greater
impact of this will fall on your online reputation. Therefore,
ORM and your responses on social media can share a direct
connection.

5. How to Use this Pillar for a Better Online Reputation?
A social media response should be prepared after going
through certain aspects. These aspects will make that response
positive so that your brand is seen from a positive perspective.
Regardless of whether a comment carries a complaint or
question, this way of management will lead to a positive
reputation.
1. Always Respond Positively
Keep in mind that when a comment is received, reverting to it is
essential when you want to maintain your ORM practices
strongly. Along with this, you need to remember that the reply
must carry a positive tone. Thus, even when a comment is
negative in nature, your brand’s professionalism will be
showcased by using such a tone.

6. 2. Be Wary of a Crisis
It can take only a few words to ignite a crisis on social
media. For this reason, it is important to share a response
that is positively perceived. While you create and before you
post a response, criticize it from a user’s point of view. On
being certain to quite an extent that the reply seems
sensitive, you can continue posting it.
3. Listen Before You Respond
In attempting to respond to a user’s comment, you may skip
listening to what the actual concern is. It is highly suggested
that the nature of the comment be understood. This
understanding will enable you to rightly share a reply that
will also aim for the user’s satisfaction. In addition, it can
attract more users, knowing that your brand is open to

7. 4. Opt for Neutral Comments as Required
There may be times when you receive comments that positively
admire your post. While thanking users is one way of managing
a response, you can also share neutral replies. Doing so will put
forth an interactive side of your brand. This too can have a
positive impact on your online reputation.
To put it All Together
Managing a response on social media is an important practice.
Beyond this, it is like a pillar that can support your reputation.
To hold it positively, the nature of your response will be taken
into account. Therefore, when you know how to properly
respond on platforms used by billions of people, you will be
able to utilize this pillar in an effective way. With this one
practice, you can then aim at 2 broader goals. Your brand
image on social media and its reputation on the internet will be
improved.