How do SME owners manage their business reputation on multiple social media platforms during a crisis, and what are their response strategies to mitigate potential damage?

Abstract

The reputation of Small and Medium Enterprises (SMEs) on multiple social media platforms, particularly during times of crises, is a matter of great significance in the digital era. The primary objective of this study is to examine the various tactics implemented by SME owners to effectively manage their online business reputation. This study aims to utilize qualitative methods, namely semi-structured interviews, to gather insights from Saudi Arabian SMEs owners. The research will draw upon current literature and practical experiences to inform its findings. This study explores the relationship between social media and the reputation of SMEs. It offers customized suggestions for effectively managing reputation on various digital platforms, with a focus on the specific context of Saudi Arabia. This study aims to contribute to the existing body of knowledge by providing insights into the management of crises faced by SMEs within the digital domain