Home » How to Manage a Social Media Crisis: A Step-by-step Guide

How to Manage a Social Media Crisis: A Step-by-step Guide

Are you prepared for your business to deal with a crisis that occurs in social media?

A “crisis” could refer to any situation that has a negative impact buymalaysianfollowers on the reputation of your company — and when they occur to you, there is usually very little or no warning.

With social media advancing at a rapid pace, effective crisis management could be the difference between just a handful of negative feedback and a rabid boycott.

5 Steps to Manage Social Media During a Crisis

  1. Create a Social Media Crisis Policy
  2. Pause All Campaigns and Scheduled Posts
  3. Evaluate the impact (aka study the room)
  4. Formulate a Timely Response
  5. Create Actionable Steps to Address the Problem

Step #1: Create a Social Media Crisis Policy

Before you develop your social media policy it is crucial to define what constitutes a “crisis.

In other words, you don’t require a complete response each time a frustrated customer tries to contact your company, however, it’s important to be aware of a problem prior to it getting too much.

Discuss with your team members to determine when something needs to be identified as a crisis, and then escalated to the appropriate decision the decision-makers.

It is important to know the decision-makers who they will be ahead of time. It is essential to select people with experience in the field of communications since they’ll be in charge of drafting an action plan.

If you confirm this prior to time by confirming this in advance, you’ll be able to save time in you implementing your plan.

For instance in the case of COVID-19, as the pandemic came out as the entire world began transitioning to lockdown, our Later social team collaborated together with the PR manager to write an acknowledgment of how it was no longer “business as normal.”

Then, we refocused our social strategy in order to better serve our users in the midst of uncertainty.

If sensitive issues occur, it may assist to be able to have a revised approval procedure in the place. Being aware of what the process for signing off is in advance will save time and ensure that you don’t let anything slip through the cracks.

Step #2: Pause All Campaigns and Scheduled Posts

If a possible crisis has been identified, stop any advertising campaigns or planned postings (temporarily) until it is time to address the issue.

It’s not a good idea to appear too smug or over-exaggerated in a situation that requires a more thoughtful reaction.

It’s also better to be behind in delivering the right message than you’re sharing content scheduled for the future which can trigger an unfavorable reaction from your target audience.

TIP: Take care of all postings on social networks (Instagram, Twitter, LinkedIn, Pinterest, Twitter, and TikTok!) using Later’s simple-to-use dashboard. It’s free!

Step #3: Read the Room and Assess the Impact

The most important way to respond in an emergency is to take an instant beat in order to “read your room.”

If it’s a major occasion, like an international or cultural phenomenon be sure to look at what’s happening online.

In the event of an internal issue Take stock of the situation, take into consideration the potential implications and revisit any previous communication (if relevant) that you might take away.

Although a prompt response is crucial it is important not to be late with the first email you send — that’s the first thing people remember.

TIP Make sure you set up social listening to ensure you are aware of the conversations surrounding your business and address concerns before they become a crisis. With Later’s Conversations, you track what your customers are saying about you on your computer.

Step #4: Workshop Your Response

After you’ve taken a moment to evaluate the situation, you’re able to begin preparing a prompt response.

While it’s important to not hurry and make mistakes generally, you should reply within 24 hours.

“During difficult times, it’s even more essential to respond to feedback or DMs from your followers. It could be a crucial moment of trust for your customers that they will cherish for a lifetime.”

– Mel Mckechnie, Manager of Social Media at Later

When it comes to discussions on your social media channels be sure to check your attitude. The most important thing is to listen and let your followers know that you respect their opinions and value their feedback.

It can be normal to adopt a defensive posture however, this could be more harmful than beneficial by bringing more negativity and criticism.

Step #5: Create Actionable Steps to Address the Problem

It’s been a while since you dealt with this situation and things are now settling on social media. There’s a lot of panic over.

It’s now time for the follow-up.

A successful crisis management strategy involves communicating with your target audience in a transparent manner and regularly releasing changes in your organization.

This goes beyond an apology or changing contents for the week it’s time to go deeper.

The majority of people don’t think that a brand will change in a matter of hours, but smart consumers are becoming more demanding accountability from the companies they patronize or buy from.

Handling any type of social media crisis could be stressful. However, being Click Here prepared with the correct plan of action allows you to respond quickly and restore your calm.

It is important to establish your crisis plan now so your brand is prepared for any situation that may arise the day after tomorrow.

About the author


Add Comment

Click here to post a comment