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10 Steps To Get A Social Media Crisis Under Control

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Sangeeta Naidu
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8 views5 pages

10 Steps To Get A Social Media Crisis Under Control

Uploaded by

Sangeeta Naidu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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10 Steps to Get a

Social Media Crisis


Under Control
Monitoring Made Simple

No brand wants to find themselves in a crisis, but all of us


need to be prepared for it. The better planned you are, the
more easily you can manage the situation and come out
better on the other side.

Here’s what you need to do.


1
Determine whether or not it’s
a real crisis
There’s a difference between a sticky situation and
something that can have lasting impact on your brand. An
event can be considered as a crisis if it could potentially
threaten people’s lives, the environment, or your brand’s
reputation - and it’s something that requires immediate
action.

Pause your scheduled


social posts
You don’t want campaign content and fun posts for
engagement going live right now. Pause all “business-as-
2
usual” marketing activity until the crisis has been resolved.

3
Create an action plan
Use your crisis communications guidelines and processes
to create a plan catered for this scenario. This can include:
a communication schedule, team member roles, pre-
defining responses to anticipated questions and identifying
potential risks.

L
Inform your team
et the company know what’s going on, laying out details
and what your next steps are. Ensure all the relevant
customer facing departments are aware and are confident
4
in answering any questions related to the crisis with
internally agreed FAQ templates.

| 1
5
Work quickly but thoroughly
You want to end this crisis as soon as possible, but need
to avoid any slip-ups or mistakes that could make it worse.
Deprioritize any other “business-as-usual” projects so that
you can focus your time and energy on resolving your
crisis.

Publicly acknowledge
what’s going on
Own up to the situation and offer an apology as soon as
possible, even if you don’t have answers or solutions yet.
6
7
Post a long-form

response on your website n


Address the crisis with a thorough explanation, being
transparent and honest about the reasons behind the
crisis, and the actions you’re taking to resolve it. Ideally,
this should come from the company’s CEO and should be
visible on your home page.

S
Individually reply to concerned
audience members
end customi ed responses to as many mentions as
z

possible - both publicly on social media and privately in


8
customer support channels. rioritize those with the
P

strongest or most emotional opinions, as they’ll be


important to placate.

| 2
Give your audience frequent

9
updates

Even if you don’t have a lot to report, stay in touch through

public updates if the crisis takes time to resolve. Let the

public know what actions you have already taken to resolve

the crisis, and how this has helped the situation.

Let the dust settle


10
Deliver on your promises and action plan, and tread

carefully for a few weeks. When your audience sentiment

returns to normal, you can exit damage-control mode and

ease back into your regular marketing activities.

| 3
Mention is the ideal support system for your brand in

times of crisis, helping you to quickly and efficiently

track your crisis’ progression and action on your

communication plan.

Our social listening dashboards can help to measure

your audience sentiment around a crisis, understand

if your situation is going viral, and how many people

may be learning about your brand’s crisis online.

Start a free trial

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