A well-researched and thoughtfully composed communication strategy plan (which includes tactics) inspires a more positive public perception and also saves time for those who are constructing and writing those responses.
The goals for the communication strategy plan are to:
- Provide consistent messaging in response to reviews.
- Create a messaging architecture that can’t be perceived as defensive or dismissive.
- Establish the roles and responsibilities of those involved in the Online Review Response process.
- Establish a list of guidelines and requirements that each response must adhere to.
- Generate a company policy that will guide the process from receipt to response.