How to deal with a crisis on social media – Social Media

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In the digital age, most companies eventually encounter a social media crisis. Maybe an employee accidentally tweets an inappropriate comment on the company account, or the business unexpectedly finds itself caught in a whirlwind of negative comments on Facebook and it ends up making its way to digital media . Either way, you need to be prepared for any impact this may cause.

Whether the crisis is internally or externally instigated, it is important to develop a social media crisis plan or address this point explicitly within your brand crisis plan before engaging with dentist data your online communities.

Here are six tactics to help you manage a social media crisis:


1. Establish guidelines for a social media crisis.



Your social strategy should take into account possible responses to the crisis. Even if a post or comment seems harmless, your followers could be confused by the sudden change in messaging. Create guidelines for responding to messages or comments during a crisis. In most cases, an offensive message should be deleted and a correction or apology should be offered quickly. For comments that come from other people, evaluate the content before deleting it. Most followers will not appreciate being muted by the brand or company page.

2. Respond immediately, and follow up.

Don't let offensive messages linger on your account. Remove them immediately and issue an apology or correction. This shows that you are actively monitoring your social channels and that you place great weight on your brand's social reputation. Follow up on that correction message by responding to user questions and concerns so that it doesn't come across as if you were trying to hide from the crowd. Always stand up and put on your best smile.

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3. Be sincere and humble.

The worst response to a social media crisis is the “copy-paste response.” Companies use copied and pasted text to plaster multiple networks with the same prepared statements, often in direct response to consumer questions and comments. This strategy leaves the company with a static image in front of its audience, and a passive attitude waiting for things to improve on their own.

An effective crisis response starts with putting a genuine human face behind your messaging. When a company resorts to copy-and-paste in managing an online reputation crisis, sincerity and authenticity are instantly lost.