How to address negative comments and reviews
Not every organization is free to refute bad reviews or public comments. Here are some deft workarounds for communicators in sensitive industries.
Communicators are adept in the art of responding to negative online reviews.
It’s a well-known super power; however, how do you respond to online reviews when you can’t really respond?
In some industries—health care, finance or legal services—privacy laws stipulate that a company can’t respond to online reviews because doing so would violate the reviewer’s privacy.
For example, a physician cannot respond to a patient’s online review because doing so would violate the patient’s privacy rights under the Health Insurance Portability and Accountability Act (HIPAA); providers are prohibited from publicly confirming that the reviewer is a patient.
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