How To Handle A Social Media Crisis

Today, we're going to share to you a post about handling social media crisis. This is a nice tip for managing company's reputation by Social Media Examiner.

How To Handle A Social Media Crisis

Have you ever had to deal with a social media crisis?

Do you have a crisis plan?

In the age of social media, even the slightest predicament can quickly gain momentum and get out of control. If you are prepared, it’s much easier to manage your company’s reputation and come through a crisis unharmed.

In this article I’ll share four tips on how to effectively deal with a social media crisis.

What’s a Social Media Crisis?

If there’s a high volume of incoming social media messages on one particular topic, chances are you have a social media crisis on your hands.

handle a social media crisis

Two things can cause a social media crisis. First, external factors such as a natural disaster, human tragedy or something related to your industry can cause people to reach out to your social media accounts. Second, a social media crisis can be initiated on the platform itself due to an insensitive tweet or inappropriate picture, for example. In either case the result is that your social media accounts explode.

Waiting for a social media crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly, not an extra problem.

Here’s what you need to do to come out on the other side of a crisis with your company’s reputation intact.

#1: Have a Plan in Place

A social media crisis consumes both time and money. When you’re in crisis mode, you feel like you’re in over your head.

Map out what you would need to respond to a social media crisis ahead of time. Come up with a variety of scenarios, so you can take control of any situation when the time comes.

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Additionally, create a social media committee that involves people from the entire company and meets on a regular basis (weekly or monthly depending on how big your business is). These people need to know the ins and outs of the company, understand which strategies to use when a crisis hits and have the right skills to communicate with customers.

#2: Create a Crisis Center

Create a crisis center to direct customers and stakeholders to one source that has relevant, useful links with up-to-date information.

In 2014, General Motors dealt with a major tragedy that caused a lot of customers to reach out to their social media accounts. People died in car crashes resulting from faulty ignition switches, which prevented airbags from inflating. In the months to come, General Motors set up a major recall action.

General Motors created a special, stand-alone website that served as a hub of information. It contained FAQs about the recall, a step-by-step explanation of the problems and advice on where and how to get help.

general motors crisis site

A crisis center helps a business provide more context about any situation to the people involved. It will also lighten the load on your social media channels.

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