If a crisis befalls your business, social media can be an excellent tool for disseminating information and protecting your brand reputation. However, without a social media crisis management strategy in place, social networks can also be a source of damaging commentary and misinformation that can not only worsen the situation at hand, but irreparably damage your brand image and business. Mijo! Brands offers 5 basic social media crisis management tips to keep your business strong through an unexpected turn of events.
1. React in a timely manner
A quick public response on social media shows your clients that you are present and dedicated to resolving the issue.
2. Manage the conversation
In a crisis, clients will head to your social media networks to find information and leave comments, which can be supportive or negative. It's important to try to control the conversation as much as possible. It's advisable to create an appropriate hashtag early in the conversation and use that hashtag throughout all your communications as a symbol of reliable, trustworthy information.
3. Communicate through a primary source
Choose your most prolific social media network and use it as your main source of information, with your other social media platforms directing followers there for news and updates.
4. Provide instruction
Let followers know what will happen next through service updates, breaking news or advice on how they can best manage issues they are experiencing due to the current situation.
5. Don't get angry
Don't lash out at negative comments, threaten legal action or try to censor comments. To do so reflects poorly on your brand and makes it appear that you may have something to hide.
If handled carefully, social media can help your brand survive a crisis and come out with an even stronger reputation for dedicated customer service. Do you have additional tips or experiences with using social media to manage a crisis? Share your comments with us below.