A social media crisis can happen at any time. If, or when, it does you need to know how to handle it for the sake of your personal and your business reputation.
Follow these best practice steps to ensure swift, and potentially business-saving, action.
- Have someone, or a group of people, keeping an eye on social media throughout the day – just in case. Whether you send a memo through your large business to all staff; or if you hire a social media manager: having someone on hand to step in immediately is the key to limiting damage.
- If someone posts a bad review, makes a detrimental comment or in any way abuses your brand name: don’t ignore it. While we recommend you don’t give trolls the time of day, when it comes to a crisis situation, take the time to acknowledge the comments, ask for proof if required, and see if you can rectify the situation while talking to them online.
- Act fast. The sooner you respond to the problem, the sooner you can get to a solution before your company or brand is ruined.
- As soon as you have done what you can to rectify the problem, delete it and post an official response (an apology if necessary, or to explain your side of the story).
- Put a plan in place so the same kind of thing never happens again. Inform people what can and cannot be posted on your page: set up codes of conduct and outline what you will and won’t accept. That sets your business up well into the future.
And finally, if you haven’t done so already, hire a social media manager to protect your accounts into the future. They are trained professionals who are dedicated to protecting your reputation so take advantage of their knowledge.
Read more and find out how one simple Facebook post can affect a small business.