Crisis management on social media – How to proceed and avoid if you are in the middle of one

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If your company is present on the main social networks, it is very likely that it is vulnerable to a crisis if communication is not carried out cautiously.

Every company, if it doesn't already have one, is in the process of implementing a digital marketing strategy . Part of this strategy consists of integrating its brand into some of the main social networks. This, in addition to ensuring greater visibility for the brand, also makes it more vulnerable to moments of instability where exposure makes it the target of complaints. This movement is known as crisis management on social networks.

We know that any misinterpreted comment or unpretentious post involving controversial subjects can generate negative buzz for your company's brand. If you find yourself involved in subjects like these, it is a negative form of exposure. That is why it is necessary to be very cautious and consistent when communicating in a prudent manner.

The truth is that no one is immune to going through a crisis, however, it is possible to take preventive measures to deal with the crisis and get through it in the best possible way. In this post, you will learn a telegram data little more about how to manage crises on social media, how to proceed when one happens or how to prevent it from happening. To do this, you need to understand that:



No one is unharmed

If your company hasn't already experienced one, it will certainly experience a social media crisis. Unfortunately, there is no magic formula to avoid it, as most of these events are caused by events outside your company. And as such, they are no longer under your control.

However, it is possible to assess potential vulnerabilities so that your team is prepared to act, if necessary, focusing on the points that your company has control over, being prepared for the event and then dealing with them efficiently. To do this, it is possible to take preventive measures, such as:

Monitor your social networks

Keeping track of your team’s social media activities may seem like an obvious thing to say, but the truth is that many companies neglect this important part of social media management. This is a mistake, especially when it comes to an environment where opinions and points of view from different types of people are constantly being heard.

To do this, have a monitoring and mention system on the main social media platforms and keep your social media team alert for any negative mentions.

Discover how “Customer Centric” can help with customer service.

Empower your team to take action in response to the crisis

Train your team to act quickly in response to any sign of crisis on social media. Divide the team into two types of agents: those who analyze and handle the crisis and those who respond to it. For this task, ensure that those involved have the skills and knowledge to respond quickly and coherently to the problem in question.

Create an action plan for social media management

Once your team is prepared for emergency situations, focus your efforts on identifying possible vulnerabilities that your company may have so that they can be mapped and documented so that your team has an action plan document and is prepared in case a crisis occurs.

You've already covered all the points above, everything is fine. But…


The crisis has arrived, what now?

The first step is not to despair and to carefully ensure that it is really a crisis . So that the problem can be given due proportion. Two dissatisfied people do not constitute a crisis, 300 do.