You may have a crisis communication strategy in place with a PR team ready to go with press releases, media contacts, and outreach efforts. But what will you do about social media? Soon you will be getting trolled with people writing nasty comments on your post, writing blogs vilifying your business, and even speaking out on videos and podcasts. The crisis state which is how the company responds to the event. Here are three major steps you need to have in place when dealing with a crisis on social media: Plan it out – Like your PR campaign, you need to have a plan in place before the crisis occurs. How will you respond to negative comments on your Facebook? Who is on your social media crisis team? Are you receiving nasty comments on your business’ Facebook wall? This may mean posting a statement on all social media platforms. You will also need to respond to comments, both good and bad, and quickly.
Sometimes, a company or organization will run into trouble. It can be a simple gaffe – a mistaken statement or action. Maybe something happened at your place of business, a college campus, in your parking lot, or other instances where you are receiving backlash. Or it can be a huge problem, like a lawsuit slapped against your company. And what once was a small mistake can easily escalate into a huge deal. You may have a crisis communication strategy in place with a PR team ready to go with press releases, media contacts, and outreach efforts. But what will you do about social media?
Although social media is a great place to promote your brand, it can also be a dark place that can harm your company’s reputation. What you may think is a small problem can easily explode on Facebook. Soon you will be getting trolled with people writing nasty comments on your post, writing blogs vilifying your business, and even speaking out on videos and podcasts. You’ll want to say, “Oh no she didn’t!” But yes, she did. You may have it under control in the press, but the same can’t be said on the Web. You need to make sure that just as you have policies in place for other areas of possible crisis situations, you need to have a plan for your digital presence as well.
The Evolution of Crisis Communication
In public relations, crisis communications…
COMMENTS