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CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media

A company's social media manager notices that a post on the firm's official page contains a factual error about a product's warranty period. Which action best reflects good practice for business communication on social media?

The best practice is to correct the error promptly and openly tell followers about the correction. Transparency and accuracy build trust and credibility, whereas silently deleting, ignoring the mistake or blaming customers appears evasive and harms the organisation's reputation.

  1. ADelete the post silently and hope no one noticed
  2. BCorrect the error promptly and openly acknowledge the correction to followersCorrect
  3. CLeave the post unchanged to avoid drawing attention
  4. DReply to critics with a defensive message blaming the customer

Explanation

Good social media practice values accuracy, transparency and credibility. Promptly correcting a mistake and acknowledging it maintains trust. Silent deletion or ignoring the error may look evasive and can damage the firm's reputation.

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