- Build your networks before you need them: The day the crisis hits is not the day to start connecting with influencers, bloggers, journalists or your community. If you build your social media relationships before a crisis, they will be there when you need them.
- Respond quickly: Social media is immediate. When it’s working against you, you must engage within minutes or risk your message vanishing into the maelstrom.
- Fix the problem: It’s one thing to say you regret a problem—it’s another to fix it. The best thing you can say (provided it’s true) is, “We understand how this problem occurred, we have resolved it and have taken steps to make sure it never happens again.”
- Be human: Social media has changed the expectations your customers have about the way companies communicate. Talk to them as though you were talking to them face to face. Don’t be anonymous or hide behind your logo.
- Use the right medium: If you’re being attacked on your company Facebook page, respond there. If someone posts a negative YouTube video about your company, post a video with your response.
5 Tips for a Successful Social Media Crisis Response
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