I read this interesting blog post by Jay Baer and Amber Naslund that provides eight steps to take when dealing with a social media crisis.The internet can be tricky so when a crisis arises, it’s good to know the correct actions to take in order to diffuse the situation.
The eight steps include:
- Recognize the issue.
- The website where the crisis took place should be where the company responds.
- Take responsibility.
- Create a FAQ sheet.
- Create a discussion forum or place for people to comment.
- Communicate with concerned individuals offline.
- Inform your team.
- Learn from your mistakes.
Each of these steps is important when dealing with a social media crisis, but understanding how to implement them is even more imperative. If I were to ever become a social media intern, I would not only have the knowledge of how to use social media to benefit an organization, butI would also keep in mind the steps to implement when social media goes wrong.
Some companies make the mistake by missing a few of the steps, such as taking fault for the issue because they are worried about ruining their image. I feel if a company can take fault for any errors it makes, I can trust that company more than one that denies any blame. During a crisis a company’s image may be tarnished, but can always be rebuilt if it leaves room for improvement and communication with its key publics.
Image provided by Google Images.