Crisis Response Strategies in Online Reputation Management

Abstract

Online reputation management (ORM) has emerged as a crucial aspect of modern business strategies, particularly with the pervasive influence of digital platforms on consumer perceptions. ORM entails the strategies used by individuals and organizations to shape, monitor, and maintain their online image and reputation. In a world where information spreads rapidly through social media and online reviews, a positive online reputation is invaluable for businesses and individuals alike. This study examines crisis response strategies within the realm of ORM, focusing on how organizations handle and mitigate damaging events to their image and public perception. The study draws on a wide range of literature to explore effective crisis response strategies, emphasizing timely and transparent communication, acknowledgment of responsibility, social media engagement, and the formulation of comprehensive crisis communication plans. Findings indicate that organizations can effectively navigate online crises by combining elements such as issuing sincere apologies, providing explanations, taking corrective actions, and leveraging social media platforms for real-time updates and stakeholder engagement. The study underscores the importance of proactive crisis preparedness, organizational transparency, and the role of leadership communication in influencing ORM outcomes. Overall, the study contributes to theory by validating the Social-mediated Crisis Communication Model and providing practical insights for organizations to enhance their ORM efforts, while also offering policy recommendations for promoting transparency and responsible user-generated content management.