Social media is a huge part of all internet marketing efforts, and here’s a simple fact for social media managers to wrap their heads around: A social media crisis will take place at some point, no matter how hard you work to avoid it. Inevitably, some troll or unwanted event will crop up that will require you to address issues on the fly.
What should you be doing to prepare for these inevitable circumstances? Here are a few basic tips for handling social media crises within the online marketing sphere.
You always hope for the best, but prepare for the worst possible outcome. Identify all possible negative events that could impact your business, and take the right attitude toward these: View them as challenges to overcome. Here are a couple important areas:
A crisis management plan should include all the following elements:
When a crisis takes place on social media, it will generally be swift. Negative comments will begin to flow in quickly, and your response should be prompt. As long as you have a proper crisis management in place for your team, everyone should be able to react in due course and manage the crisis before it spins out of control.
Both during the crisis and during post-response evaluation, consider the origins of the complaint. Where did the crisis initiate, and which channels are fueling it? Is it truly a crisis that might be repeatable in the future, or was this a singular event that will not be repeated due to changes you’re making? Consider whether the complaint has spread into the mainstream media, and whether any additional damage control might be required.
To learn more about managing social media crises, or for information on our web design or SEO services, contact the pros at SEO Werkz today.