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Social Media Crisis Management Strategy

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Social Media Crisis Management Strategy

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - Warren Buffet

Does your business have a Social Media Crisis Management Strategy?

It is essential that business and brands communicate effectively in the social media age, but as important to truly listen to the social conversation and respond in the way that align with both brand and customer expectations.

Brands need to understand the how online conversations roll out.

Here are some key considerations:

Any individual’s voice in social media can be heard.
Brands have more difficulties than individuals in avoiding bad news.
With the rapid sharing rate of viral information, kindred spirits can easily become aware of others who share their criticisms.
Bad news travels faster than good news.

Social Media Crisis Management can help you prevent a crisis by:

Listening and Monitoring your Social Media Channels

Most of the brand disasters could have been prevented just by picking up the early chatter and being prepared to address it before it escalates.

Manage Access to your Social Media Accounts

We will assist you to train and monitor communication managers to avoid inappropriate content posts

Create and Post Moderation Guidelines on your social media channel profiles

Being up-front about your communication guidelines will make it simpler to take down offensive posts by referring to your rules and pointing out how they were violated.

There are three characteristics of a true social media crisis:

A social media crisis has information asymmetry.

When the company does not know any more than the public about what’s going on.

A social media crisis is a definite change from the norm.

When a markedly different line of criticism occurs.

A social media crisis has a potentially material impact on the company overall.

Scope and scale is the third sign of a social media crisis.

How can Social Media Crisis Management help your brand during a crisis?

We will assist you to:

Publicly Acknowledge the issue
Set and deliver realistic communication expectations
Provide a transparent honest voice for your brand
Respond thoughtfully illustrating that you are dealing with the problem
Communicate protocol to your staff in addressing public concern
Identify the channel the crisis emerged on, respond to it on that channel and then respond on other social media platforms.

We will assist you with escalating individual complaints by drawing them off the channel and encouraging them to communicate with us through a private form of communication.

Social media crisis management isn’t about winning, it’s about damage control.

Create a Crisis FAQ and Landing Page

We will create a Web page pull all the information about the crisis into one place. This allows you to respond to questions with a link instead of an answer.

This Crisis FAQ will cover:

Acknowledgement of the crisis
Details about the occurrence
Photos or videos, if available
How the company found out
Who was alerted, when, and how
Specific actions taken in response
Real or potential effects
Steps taken to prevent future occurrence
Contact information for real people at the company

How can Social Media Crisis Management assist you once the crisis is over?

We will assist you to:

Once the crisis has disapated, we will begin a full analysis of the following to determine how to prevent future crisis:

Make copies of all tweets, status updates, blog comments, etc.
Make copies of all emails
Analyze website traffic patterns
Analyze search volume patterns
Investigate where did the crisis break, and when? Where did it spread, and how?
How did your internal notification work?
How did your response protocol work?
Did specific customers and voices rise to your defense?
Were your employees prepared?
How did the online crisis intersect with offline coverage?

Does your company have a Social Media Crisis Management Strategy ?
Contact Reality Digital Marketing today.

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Social Media Crisis Management Strategy

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Social Media Crisis Management Strategy

Social Media Crisis Management Strategy

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” - Warren Buffet

Does your business have a Social Media Crisis Management Strategy?

Here are some key considerations:

Social Media Crisis Management can help you prevent a crisis by:

Listening and Monitoring your Social Media Channels

Manage Access to your Social Media Accounts

Create and Post Moderation Guidelines on your social media channel profiles

There are three characteristics of a true social media crisis:

A social media crisis has information asymmetry.

A social media crisis is a definite change from the norm.

A social media crisis has a potentially material impact on the company overall.

How can Social Media Crisis Management help your brand during a crisis?

We will assist you to:

Create a Crisis FAQ and Landing Page

How can Social Media Crisis Management assist you once the crisis is over?

We will assist you to:

Does your company have a Social Media Crisis Management Strategy ? Contact Reality Digital Marketing today.

Our Work

Limitless Experiences VIP Concierge – Website Development

web development

Limitless Experiences VIP Concierge – Website Development

web development

Canning & Associates Chartered Accountants | Corporate Brand Identity

web development

Canning & Associates Chartered Accountants | Corporate Brand Identity

web development

Web Development – Ocean Jewels Fresh Fish

web development

Web Development – Ocean Jewels Fresh Fish

web development

Branding – Thwala Motor Group

corporate brand identity

Branding – Thwala Motor Group

corporate brand identity

Branding – La Boutique Eyewear

corporate brand identity

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corporate brand identity

Web Development – Rosdave Diamonds

web development

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web development

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Competitor Analysis and Benchmarking

Digital Marketing Strategy

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Social Media Strategy

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Social Media Crisis Management Strategy

Reality Digital Marketing Agency

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Does your company have a Social Media Crisis Management Strategy ?
Contact Reality Digital Marketing today.