I. Emergency Response Stage (0-24h)

1. Tiered Response Mechanism Data Monitoring Tools:
• Qiangua Data: Set up monitoring for "brand words + negative emotion words" (such as "stepped on a mine"/"avoid pitfalls")
• Creator Center: Check note "audience source" data in real-time (prioritize handling when search traffic >50%)
Response SOP:

Crisis Level	Determination Criteria	Response Action	Tool Support
S Level	Likes >500 and search ranking TOP3	Customer service + PR + Legal team joint action	Huitun Data downgrade service
A Level	Saves >200 with product keywords	Official account matrix concentrated response	Shutiao promotion to suppress with positive content
B Level	General user complaints without signs of spreading	Single customer service follow-up	Enterprise account private message template library

2. Standardized Reply Templates Core Elements:
Operational Details:
• Use enterprise account "auto-reply" function to preset 10 sets of scripts
• Compensation plans should be sent via private message (avoid public inducement suspicion)
• Avoid negative words like "misunderstanding"/"impossible"

II. Targeted Repair Stage (24-72h)

1. Private Message Communication Strategy Layered Processing Model:

User Type	Communication Strategy	Conversion Plan	Data Metrics
Real consumers	Product compensation + Experience officer invitation	Guide negative review keyword modification	Negative review modification rate >35%
KOC/KOL	Exclusive benefits + Customized solutions	Convert to in-depth review cooperation	Cooperation conversion rate >20%
Malicious attack accounts	Fixed script + Evidence archive	Batch reporting process	Report success rate >68%

Script Design Techniques:
• Sending time: Weekdays 10:00-11:00 (open rate peak)
• Message structure: Text (within 200 characters) + Image (compensation proof) + Link (improvement plan)
• Prohibited word library: Inducing words like "delete"/"cashback"

2. Downgrading Technical Solutions Compliant Downgrading Path:
1. Deploy 3-5 quality notes covering keywords (budget 300 yuan/note)
2. Guide fans to like positive comments to TOP3 positions
3. Use "Shutiao" to heat up historical viral content to dilute negative content
Risk Tips:
• Daily report count ≤5 times (avoid triggering anti-cheating mechanism)
• Modified negative reviews must retain original rating (keep at least half a star)

III. Reputation Upgrade Stage (72h+)

1. Improvement Announcement Note Structure Content Framework:
Visual Elements:
• First image: Comparison (old version VS upgraded version)
• Video: Factory production line upgrade recording (duration ≤30s)
• Topics: #BrandGrowthDiary #UserCo-creationPlan
Publishing Strategy:
• Time: Friday 18:00-20:00 (workplace user active period)
• Push: Associate 3 historical viral content topic tags
• Interaction: @5 core fans to launch experience officer recruitment

2. Long-term Defense System Public Opinion Management Matrix:

Module	Implementation Plan	Monitoring Tool	Optimization Cycle
Keyword Library	Weekly update of industry risk words	Lingke Word Checker	Every Monday
Response Corpus	Monthly iteration of 30% reply templates	Juyi Network	1st of each month
Crisis Drill	Quarterly simulated S-level public opinion	Qiangua Data	End of each quarter
User Assets	Establish core experience officer community of 200 people	Enterprise WeChat	Continuous operation

Data Dashboard and Iteration Mechanism

• Negative review handling time efficiency: ≤12 hours

• Negative review conversion rate: ≥25% modified to positive reviews

• Brand search proportion: Positive notes >70%

• Next month review meeting to analyze handling data

• Quarterly update of crisis level standards

• Annual upgrade of compensation benefit system