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Olvidum.com Online reputation by 3CWeb
+34 91 060 30 90 Free analysis

Online reputation crisis management

A viral video, a news story, a wave of reviews or a coordinated attack. We contain it, respond and remove what breaks the rules.

Analysis
Free, within 24 hours
Timescale
Response in under 4 hours
Our commitment
Fixed quote in writing after the free analysis.
  • Response plan in the first few hours
  • Messages for social media, press, customers and staff
  • Removal of reviews and content that break the rules
  • Daily monitoring until it blows over
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The first 48 hours decide how it ends

In an online crisis there are three typical mistakes: saying nothing, replying in the heat of the moment, or deleting comments and having that become the story. We help you avoid all three.

What we do

  1. Diagnosis within hours: what is being said, where, who is driving it and how far it is reaching.
  2. Response plan: what to say, where, when and who says it. We prepare the texts for social media, reviews, press, customers and your team.
  3. Containment: we report the fake reviews in the wave, the profiles created to attack you and the content that breaks the rules.
  4. Daily monitoring of social media, Google, news and forums until the conversation dies down.
  5. Recovery: once it is over, we work so that what people see when they search for you is once again what you want them to see.

Be prepared before it happens

If you run a business with a lot of exposure (hospitality, healthcare, politics, consumer brands), we leave you a written crisis protocol: who decides, what is said in each scenario and who to notify. When the problem arrives, you already know what to do.

We work remotely and in English, with clients in any country, which is useful if the crisis is happening in Spanish media or Spanish social media and you are not in Spain. Tell us what is going on in the free analysis.

Frequently asked questions

Do you work at weekends?

For active crises, yes. Message us on WhatsApp and we will reply as soon as possible, on public holidays too.

Do you delete the negative comments on my social media?

Only those that break the rules (insults, spam, personal data). Deleting legitimate criticism usually makes the crisis worse.

What is an online reputation crisis?

It is a situation in which a news story, a video, a wave of reviews or a social media attack spreads quickly and damages your company's image or your own. It usually starts on one channel and jumps to others within hours. The first 48 hours are the ones that most decide how it ends.

What do I do in the first hours of a social media crisis?

Do not delete critical comments, do not reply in the heat of the moment and do not stay silent for too long. Gather information on what is happening and decide who will speak on behalf of the company. Write to us and within four hours we will give you an initial diagnosis.

How long does a reputation crisis last?

The most intense phase usually lasts from a few days to a couple of weeks, although the trail on Google can remain much longer. That is why, as well as the immediate response, we work on removing what breaks the rules and on rebuilding your image afterwards.

How much does a crisis management service cost?

It depends on the scale of the crisis, the channels affected and how long monitoring is needed. You get a fixed quote in writing after the free analysis, before any work starts, in urgent cases too.

Can I apologise without admitting legal liability?

Yes, but the wording needs a lot of care. If the crisis could end up in court proceedings, it is advisable for a lawyer to review the statement, and we can bring in a law firm we work with when a case requires it. What matters is showing empathy and explaining what you are going to do.

What if the crisis comes from a false news story?

You respond with facts and, if the story is inaccurate, you exercise the right of rectification with the media outlet within seven days of publication, as Spanish law provides. In addition, content spreading false information is reported to the platforms and legal action is considered if there is defamation.

How can I tell if a social media attack is coordinated?

There are signs such as many new accounts acting at the same time, almost identical messages or spikes of activity at specific times. We analyse it and, if confirmed, we document it to report it to the platforms, which act against coordinated inauthentic behaviour.

Can you stop the crisis from appearing on Google?

Publication cannot be prevented, but we can act on what breaks the rules, request rectifications and, over time, push negative results down with truthful content. The decision on what is removed always lies with the platforms, the search engines or the courts.

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Take back control of what people see about you

Tell us what is worrying you. We analyse your case for free and tell you honestly what can be achieved.

  • Free analysis within 24 hours
  • We tell you honestly what real options it has
  • A fixed quote in writing
  • Court-appointed IT forensic expert and complete confidentiality
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