Just as in a real-life conversation, timing is crucial on social media. If people are talking about your company and they want a response, don't leave them hanging.
In April, Nestlé found itself in the social media firing line when criticisms over its bottled water operations during the California drought came to a head – accounting for 60% of the tweets directed at the company for that month.
According to a Brandwatch report, Nestlé’s response was executed “with confidence and poise”.
“Nestlé mimicked other effective PR responses by educating themselves on the issue, creating a website explaining their position and directing their followers to the website,” it said.
The only problem? The response came a full eight days after the conversation peaked on Twitter, when most of the buzz had already died down.