How to Respond to a Social Media Crisis

crisis_managementSOSDo you know what to do in the event of a social media crisis? How do you defend yourself and your brand online? We’ve covered how to prevent social media meltdowns before, but now we will cover what to do when it happens to you.

Remember that your brand reputation matters, online and off, so it’s important to know who your critics are and where they are coming from.

Are they an upset customer? How about a competitor? Or is it just a troll who is seeking attention but no real solution?

First and foremost you should act quickly.  Avoid sitting on your hands waiting for answers and do your best to respond quickly and appropriately to any concern or criticism.

Next, take charge of the situation and assure your fans that you are in control of the crisis.  You will put people at ease by not only addressing their concerns quickly, but letting them know you have a good grasp of the problem.

You should be prepared to handle the reality of the situation and deal with the facts.  If someone is critiquing your product or a customer experience they had, allow them to vent but also try to rectify the problem at hand by engaging with them.  Dealing with the crisis as it arises will show others that you aren’t just trying to let it blow over.

To avoid any misconceptions, use all of your company resources to communicate what has happened and how you are going to fix it.  Encourage dialogue before others have a chance to spread negativity like wildfire.  Again, engage with the critics and nay-sayers before they accuse you of ignoring the problems they have.

reputationLastly, you should make sure you deliver on what you promise to do.  If you are handling customer concerns, do what you need to do make them happy.  Allow people to come back and say that you handled the crisis well instead of poorly.

There are many large and small companies that have made mistakes on social media, so don’t beat yourself up when they happen.

Remember that mistakes are part of learning and the experiences that don’t break you make you stronger.  This is especially true of crisis situations.  Make these moments your time to really shine and handle anything that comes your way.  You will be happy that you did.

Leave a Reply

  • (will not be published)