So the missing point in that list of actions is “Explain.”
Sometimes decisions are made that are going to be exactly what makes sense for a company, whether that be for creative or business reasons. It fits with corporate goals, it has been made after a thoughtful and deliberative process and the risks of taking that course of action have been fully explored, including the fact that it’s going to turn off a certain (occasionally sizable) portion of the consumer base. But it has to be made because it’s what’s best for the company from most or all objective measures.
It thereby falls to the communications team – whether online or off – to explain why that decision was made. Silence is usually unacceptable so the plan needs to be how to present that to the audience in a way that they will accept. Not every reaction is a knee-jerk course correction based on feedback from what it often an extremely vocal minority. But there does need to be some sort of reaction, even if it’s just to take pains to show people why a decision was made.