The vast majority of brands will reach a point where they need to avoid a social media crisis. And when that time comes, it’s important to be prepared and not act in the heat of the moment.
It is important to understand that crises are often triggered by factors that are beyond your control. Therefore, adopting processes , aligning communication with your team and staying calm are fundamental steps.
How about learning more about crisis management on social media before you find yourself in the eye of the storm? Keep reading and check out the tips we've put together!
Avoidance is always the best way
Here at Coruja, most of our professionals have been in the canada phone numbers list Digital Marketing market for many years. Therefore, we can say that many of the crises we have seen, unfortunately, were caused by the company itself .
Of course, there is never any intention to create this type of negative situation. However, trying to avoid conflict is always the best way forward.
Does your brand really need to participate in a controversial discussion? Or should it take advantage of the latest trending topic to make a post?
Communication failures , whether between teams or with customers, are also often a good opportunity to generate a crisis on social media.
Therefore, always keep your brand true to its positioning and ensure that everyone is working in alignment. This will help you avoid many unpleasant situations.
Don't ignore the signs
Crisis management on social media also requires agility and recognition that something is not right.
Avoid ignoring customer signals and, when you identify that things are deviating from normal, take action to reverse the situation.
The faster you act, the greater your chances of containing the crisis at the outset. This way, you prevent the issue from generating a major repercussion and containing greater negative impacts.
Don't lie and be transparent
When the time comes to make a statement, it is essential to never lie or omit information.
Consider that we are living in the information age. In other words, people are not stupid and know exactly when a company is trying to change the facts.
If the brand made a mistake, own up to it , apologize, show what measures were taken and move on. After all, the worst thing you can do in these situations is try to blame third parties or manipulate data.
Track the impacts
Finally, your team should not only monitor the social media crisis at the time it happened. It is essential to continue monitoring in the long term.