CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media
A company's social media policy authorises only its corporate communications team to respond to public posts about a product-safety complaint that has gone viral. A sales manager wants to reply from his personal account to defend the product. What is the strongest reason for the policy restricting such replies to the authorised team?
Restricting replies to the authorised communications team ensures one consistent, verified message and prevents unauthorised statements that could create legal or reputational exposure. Individual replies may contradict official facts or amount to admissions, whereas a designated spokesperson responds in a controlled and accountable way.
- AIt ensures a single, consistent and verified message and avoids unauthorised statements that may create legal or reputational exposureCorrect
- BIt guarantees that the complaint will be withdrawn by the customer
- CIt stops customers from posting any further comments
- DIt allows the company to avoid responding to the complaint at all
Explanation
During a crisis, scattered replies from individuals can contradict each other, reveal unverified facts or amount to admissions, creating legal and reputational risk. Designating authorised spokespersons keeps the message consistent and verified. The policy cannot guarantee withdrawal of the complaint or stop comments, and it does not mean ignoring the issue.
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