Social Media Marketing Communication & Stakeholder Relations 2 — Questions and Answers
Question 1: A brand's CEO makes a controversial political statement on their personal Twitter. As the social media manager, what is your first step?
- Immediately delete all the brand's social accounts
- Monitor comments and assess impact before responding (Correct answer)
- Post a public apology from the brand account immediately
- Issue a press release blaming the CEO
Correct answer: Monitor comments and assess impact before responding
Monitoring and assessing the situation before acting prevents escalation and allows a measured, informed response.
Question 2: Which metric best measures the quality of two-way communication with stakeholders on social media?
- Total follower count
- Engagement rate (comments, replies, shares) (Correct answer)
- Number of posts published per week
- Profile page views
Correct answer: Engagement rate (comments, replies, shares)
Engagement rate—especially comments and replies—reflects genuine two-way dialogue rather than passive reach.
Question 3: A key investor asks why the brand's LinkedIn engagement dropped 40% last quarter. What communication approach is most appropriate?
- Avoid the topic and pivot to positive metrics
- Provide a data-backed analysis with a corrective action plan (Correct answer)
- Blame the social media platform's algorithm publicly
- Dismiss the concern as a temporary fluctuation
Correct answer: Provide a data-backed analysis with a corrective action plan
Stakeholders expect transparency and accountability, supported by data and a clear path forward.
Question 4: What is the primary purpose of a social media listening strategy in stakeholder communication?
- To count competitor followers
- To track and respond to brand mentions and sentiment across platforms (Correct answer)
- To automate all customer service replies
- To identify influencers for paid partnerships only
Correct answer: To track and respond to brand mentions and sentiment across platforms
Social listening helps brands monitor what stakeholders are saying, enabling timely and relevant engagement.
Question 5: During a product recall, which tone should a brand maintain in all social media communications?
- Defensive and assertive
- Empathetic, transparent, and solution-focused (Correct answer)
- Humorous to lighten the mood
- Silent until the recall is resolved
Correct answer: Empathetic, transparent, and solution-focused
A recall demands empathy and transparency to maintain stakeholder trust during a high-stakes situation.
Question 6: A community manager notices a loyal customer publicly criticizing a new product update on Facebook. What is the best response strategy?
- Hide the comment to prevent others from seeing it
- Acknowledge the feedback publicly and offer to continue the conversation privately (Correct answer)
- Respond with a promotional discount to distract from the issue
- Ignore it since one comment has minimal impact
Correct answer: Acknowledge the feedback publicly and offer to continue the conversation privately
Public acknowledgment shows responsiveness while moving sensitive details to a private channel protects both parties.
Question 7: Which of the following best describes a 'dark post' in the context of stakeholder communication on social media?
- An offensive post that violates community guidelines
- A targeted paid ad that does not appear on the brand's public timeline (Correct answer)
- A post scheduled for midnight to avoid peak hours
- Content created anonymously to test audience reactions
Correct answer: A targeted paid ad that does not appear on the brand's public timeline
Dark posts are paid, targeted ads on platforms like Facebook that are invisible on the brand's public feed but reach specific audience segments.
Social Media Marketing Communication & Stakeholder Relations 2
A brand's CEO makes a controversial political statement on their personal Twitter.
As the social media manager, what is your first step?