THE SECRET IS BEING PREPARED
As a highly experienced social media agency we know that in a crisis, the social media can be even harder to manage than the press and broadcast media.
While both can destroy reputations in the blink of an eye, it’s much easier to rebut or deny a distorted newspaper report than it is to control what people post on social media crisis.
If you are a consumer or B2B brand, it’s essential to have a strategy in place to manage your online reputation.
DON’T BURY YOU HEAD IN THE SAND
The frightening thing is that many prominent brands still have their heads in the sand when it comes to managing social media
Because they don’t monitor social sites, they don’t know about negative comments and, when they are alerted, it is often too late to avert a crisis. It’s vital to know when to speak out and when to say silent.
To stay ahead of the game, brands should have a social media monitoring plan and strategy in place so your people know in advance what action to take in the event of online criticism, harsh comments or a full-blown crisis breaking out.
MONITORING THE SOCIAL MEDIA
Real time social media monitoring is essential but so too is having communications experts on hand to respond quickly to stop situations getting out of hand.
There is little point in having great monitoring tools if it takes two or three days to respond.
Social media crisis management is very much part of great customer service but it must also form an important chapter in your crisis management plan.
We operate in the social media day and daily and our experienced crisis management team will keep you safe in a social media crisis.
HOW CAN WE HELP YOU?