In today’s hyper-connected world, businesses who want to engage their customers and convey their marketing message quickly choose social media because of its prevalence in usage. With more than 2.8 billion active social media users worldwide as of January 2017, it truly has become the place where brands and customers can exchange valuable insights, and even initiate direct transactions, in real-time.
But social media, while extremely convenient and useful, can also be a double-edged sword. Because it’s accessible to everyone, it can also be very easy for users to spread vicious and condescending statements, which can have significant impacts for both individuals and brands. When not managed properly, businesses who are unknowingly hosting offensive content on their social media profiles, or have shared a heated exchange of flagrant words with users, can become the subject of ridicule and widespread disdain.