黑(hei)公關橫(heng)行，中小企業如何(he)面對(dui)網(wang)絡危(wei)機事件？

　　首先，我們要(yao)(yao)(yao)與客(ke)(ke)戶(hu)(hu)一起來(lai)明確問(wen)題診斷(duan)的(de)(de)(de)(de)(de)(de)(de)(de)(de)內容，這(zhe)個事(shi)情(qing)的(de)(de)(de)(de)(de)(de)(de)(de)(de)作(zuo)用，在(zai)(zai)(zai)于(yu)保證有的(de)(de)(de)(de)(de)(de)(de)(de)(de)放矢，更(geng)(geng)直(zhi)(zhi)接有效的(de)(de)(de)(de)(de)(de)(de)(de)(de)開(kai)(kai)展工作(zuo)，避(bi)免(mian)與客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)真實(shi)(shi)要(yao)(yao)(yao)求(qiu)有偏差(cha)，也可以(yi)(yi)(yi)避(bi)免(mian)先入為(wei)主(zhu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)錯誤判(pan)斷(duan)。更(geng)(geng)為(wei)重要(yao)(yao)(yao)的(de)(de)(de)(de)(de)(de)(de)(de)(de)是(shi)，一開(kai)(kai)始(shi)(shi)(shi)就存在(zai)(zai)(zai)客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標與公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標兩個目(mu)(mu)(mu)標關(guan)(guan)(guan)(guan)系問(wen)題，客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標，是(shi)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標的(de)(de)(de)(de)(de)(de)(de)(de)(de)前(qian)提(ti)(ti)，符合商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標的(de)(de)(de)(de)(de)(de)(de)(de)(de)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標才(cai)是(shi)真正的(de)(de)(de)(de)(de)(de)(de)(de)(de)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標，才(cai)能(neng)產(chan)生實(shi)(shi)際價值。多(duo)(duo)(duo)多(duo)(duo)(duo)數情(qing)況下，客(ke)(ke)戶(hu)(hu)一開(kai)(kai)始(shi)(shi)(shi)就有明確的(de)(de)(de)(de)(de)(de)(de)(de)(de)商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標，但未必網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)有明確的(de)(de)(de)(de)(de)(de)(de)(de)(de)或者是(shi)準(zhun)確的(de)(de)(de)(de)(de)(de)(de)(de)(de)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標，公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)顧問(wen)需要(yao)(yao)(yao)通(tong)過(guo)與客(ke)(ke)戶(hu)(hu)交談來(lai)了(le)解(jie)(jie)客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標，讓(rang)(rang)客(ke)(ke)戶(hu)(hu)直(zhi)(zhi)接或間接的(de)(de)(de)(de)(de)(de)(de)(de)(de)告訴你，他(ta)們的(de)(de)(de)(de)(de)(de)(de)(de)(de)目(mu)(mu)(mu)標是(shi)什么。以(yi)(yi)(yi)上這(zhe)點(dian)至關(guan)(guan)(guan)(guan)重要(yao)(yao)(yao)，所以(yi)(yi)(yi)應(ying)(ying)采(cai)取必要(yao)(yao)(yao)手(shou)段獲取信息，比如(ru)找(zhao)(zhao)更(geng)(geng)多(duo)(duo)(duo)的(de)(de)(de)(de)(de)(de)(de)(de)(de)機(ji)(ji)會與客(ke)(ke)戶(hu)(hu)深(shen)入交談，擴大客(ke)(ke)戶(hu)(hu)交談范圍(wei)，找(zhao)(zhao)到更(geng)(geng)高級別的(de)(de)(de)(de)(de)(de)(de)(de)(de)對(dui)(dui)(dui)象(xiang)(xiang)，讓(rang)(rang)客(ke)(ke)戶(hu)(hu)盡可能(neng)多(duo)(duo)(duo)提(ti)(ti)供內部文件(jian)(jian)資(zi)料(liao)，從(cong)客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)合作(zuo)伙(huo)伴處(chu)了(le)解(jie)(jie)客(ke)(ke)戶(hu)(hu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)信息，很多(duo)(duo)(duo)時(shi)候(hou)，網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標，需要(yao)(yao)(yao)在(zai)(zai)(zai)確定(ding)(ding)商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標的(de)(de)(de)(de)(de)(de)(de)(de)(de)基(ji)礎(chu)上，重新(xin)設定(ding)(ding)，危機(ji)(ji)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)以(yi)(yi)(yi)保證公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標切實(shi)(shi)可以(yi)(yi)(yi)幫助(zhu)客(ke)(ke)戶(hu)(hu)實(shi)(shi)現商(shang)(shang)業(ye)(ye)(ye)(ye)目(mu)(mu)(mu)標。在(zai)(zai)(zai)問(wen)題的(de)(de)(de)(de)(de)(de)(de)(de)(de)診斷(duan)過(guo)程中(zhong)(zhong)(zhong)，客(ke)(ke)戶(hu)(hu)可能(neng)并(bing)沒有帶著(zhu)具體的(de)(de)(de)(de)(de)(de)(de)(de)(de)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)目(mu)(mu)(mu)標來(lai)找(zhao)(zhao)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)顧問(wen)，這(zhe)些問(wen)題可能(neng)表現為(wei)商(shang)(shang)業(ye)(ye)(ye)(ye)上的(de)(de)(de)(de)(de)(de)(de)(de)(de)，而公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)顧問(wen)只(zhi)(zhi)通(tong)過(guo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)手(shou)段來(lai)解(jie)(jie)決問(wen)題，所以(yi)(yi)(yi)最(zui)終還(huan)(huan)是(shi)要(yao)(yao)(yao)找(zhao)(zhao)到與商(shang)(shang)業(ye)(ye)(ye)(ye)問(wen)題相(xiang)對(dui)(dui)(dui)應(ying)(ying)的(de)(de)(de)(de)(de)(de)(de)(de)(de)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)問(wen)題，對(dui)(dui)(dui)客(ke)(ke)戶(hu)(hu)問(wen)題的(de)(de)(de)(de)(de)(de)(de)(de)(de)診斷(duan)可以(yi)(yi)(yi)從(cong)幾方面著(zhu)手(shou)：問(wen)題的(de)(de)(de)(de)(de)(de)(de)(de)(de)本質特性是(shi)什么，什么時(shi)候(hou)開(kai)(kai)始(shi)(shi)(shi)的(de)(de)(de)(de)(de)(de)(de)(de)(de)，多(duo)(duo)(duo)久發(fa)(fa)生一次，發(fa)(fa)生范圍(wei)多(duo)(duo)(duo)大，影響多(duo)(duo)(duo)大，之前(qian)做了(le)來(lai)嘗(chang)試解(jie)(jie)決，目(mu)(mu)(mu)前(qian)的(de)(de)(de)(de)(de)(de)(de)(de)(de)做法有哪些問(wen)題等(deng)等(deng)。現網(wang)(wang)(wang)絡(luo)危機(ji)(ji)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)如(ru)今的(de)(de)(de)(de)(de)(de)(de)(de)(de)許多(duo)(duo)(duo)中(zhong)(zhong)(zhong)小(xiao)(xiao)型企(qi)業(ye)(ye)(ye)(ye)并(bing)不(bu)敢相(xiang)信其(qi)來(lai)的(de)(de)(de)(de)(de)(de)(de)(de)(de)網(wang)(wang)(wang)絡(luo)危機(ji)(ji)，因(yin)為(wei)網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)危機(ji)(ji)的(de)(de)(de)(de)(de)(de)(de)(de)(de)爆發(fa)(fa)往(wang)往(wang)具有高隱蔽，速度之快(kuai)往(wang)往(wang)會弄得中(zhong)(zhong)(zhong)小(xiao)(xiao)型企(qi)業(ye)(ye)(ye)(ye)猝(cu)不(bu)及防，那(nei)么在(zai)(zai)(zai)這(zhe)種時(shi)候(hou)，中(zhong)(zhong)(zhong)小(xiao)(xiao)型企(qi)業(ye)(ye)(ye)(ye)又該如(ru)何面對(dui)(dui)(dui)網(wang)(wang)(wang)絡(luo)危機(ji)(ji)。1，不(bu)同的(de)(de)(de)(de)(de)(de)(de)(de)(de)階段性應(ying)(ying)選(xuan)擇(ze)不(bu)同的(de)(de)(de)(de)(de)(de)(de)(de)(de)對(dui)(dui)(dui)策。在(zai)(zai)(zai)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)危機(ji)(ji)爆發(fa)(fa)剛開(kai)(kai)始(shi)(shi)(shi)，要(yao)(yao)(yao)搞(gao)清事(shi)件(jian)(jian)的(de)(de)(de)(de)(de)(de)(de)(de)(de)根源，要(yao)(yao)(yao)利用客(ke)(ke)觀事(shi)實(shi)(shi)和(he)直(zhi)(zhi)接證據來(lai)論述清楚事(shi)實(shi)(shi)的(de)(de)(de)(de)(de)(de)(de)(de)(de)真相(xiang)，在(zai)(zai)(zai)危機(ji)(ji)處(chu)理(li)方式中(zhong)(zhong)(zhong)，要(yao)(yao)(yao)善于(yu)引導和(he)轉(zhuan)移消費(fei)者的(de)(de)(de)(de)(de)(de)(de)(de)(de)注意力(li)，如(ru)企(qi)業(ye)(ye)(ye)(ye)叁加(jia)愛心公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)益(yi)活動(dong)，關(guan)(guan)(guan)(guan)注企(qi)業(ye)(ye)(ye)(ye)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司社會責任等(deng)，從(cong)而使事(shi)件(jian)(jian)向企(qi)業(ye)(ye)(ye)(ye)自身有利的(de)(de)(de)(de)(de)(de)(de)(de)(de)方向發(fa)(fa)展，在(zai)(zai)(zai)危機(ji)(ji)過(guo)后(hou)，還(huan)(huan)應(ying)(ying)加(jia)強對(dui)(dui)(dui)產(chan)品和(he)企(qi)業(ye)(ye)(ye)(ye)形象(xiang)(xiang)的(de)(de)(de)(de)(de)(de)(de)(de)(de)宣傳。2，加(jia)強溝(gou)通(tong)。首先是(shi)加(jia)強與網(wang)(wang)(wang)絡(luo)媒(mei)體地(di)溝(gou)通(tong)，有效地(di)配合網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)與網(wang)(wang)(wang)絡(luo)廣(guang)告，調(diao)動(dong)網(wang)(wang)(wang)絡(luo)編輯，發(fa)(fa)言積極活躍的(de)(de)(de)(de)(de)(de)(de)(de)(de)網(wang)(wang)(wang)友(you)和(he)版主(zhu)的(de)(de)(de)(de)(de)(de)(de)(de)(de)積極性，使事(shi)件(jian)(jian)向企(qi)業(ye)(ye)(ye)(ye)自身有利的(de)(de)(de)(de)(de)(de)(de)(de)(de)方向發(fa)(fa)展，再次，還(huan)(huan)要(yao)(yao)(yao)加(jia)強與政府相(xiang)關(guan)(guan)(guan)(guan)單位(wei)及權威機(ji)(ji)構及專家，協(xie)會的(de)(de)(de)(de)(de)(de)(de)(de)(de)溝(gou)通(tong)，因(yin)為(wei)只(zhi)(zhi)有借助(zhu)于(yu)政府，協(xie)會或專家他(ta)們，得到他(ta)們的(de)(de)(de)(de)(de)(de)(de)(de)(de)認可，公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)眾才(cai)會覺得這(zhe)是(shi)可信的(de)(de)(de)(de)(de)(de)(de)(de)(de)。專業(ye)(ye)(ye)(ye)網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)司，為(wei)企(qi)業(ye)(ye)(ye)(ye)，政府，明星，名人的(de)(de)(de)(de)(de)(de)(de)(de)(de)網(wang)(wang)(wang)絡(luo)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)關(guan)(guan)(guan)(guan)提(ti)(ti)供專業(ye)(ye)(ye)(ye)咨(zi)詢，以(yi)(yi)(yi)及全(quan)流程的(de)(de)(de)(de)(de)(de)(de)(de)(de)網(wang)(wang)(wang)絡(luo)整(zheng)合營銷(xiao)服務，提(ti)(ti)供互聯網(wang)(wang)(wang)思(si)維的(de)(de)(de)(de)(de)(de)(de)(de)(de)品牌(pai)策劃推(tui)廣(guang)，傳播媒(mei)介，監測維護等(deng)公(gong)(gong)(gong)(gong)(gong)(gong)(gong)(gong)共關(guan)(guan)(guan)(guan)系管理(li)， 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