Social Media Crisis now became a thread which put big brands under stress. Today we are coming to mention how to be ready for your Social Media crisis and how to manage.
Simply we have main four steps to manage your social media crisis without any delay or disturbance in your system and teams.
You shouldn’t wait till the reason of this crisis going more viral to traditional media. you have to monitor your brand trend online & know the average of your online conversations because once this trend changes you should be ready to manage it before it is booming.
By classifying your brand products & services with different keywords., it will make it simpler to know the hype reason & close monitor on it.
For example: we can classify our services by Customer services, showrooms, maintenance, Sales, prices…etc. In this example we can simply know which topic or product is the main reason of this spike.
Setting up your monitoring tools with your products’ keywords will shortcut your digging process to know the reason behind your crisis. you will find the reason automatically and you will start to act faster.
Once you get alerted with the crisis reason and started to manage it. DON’T deny it or ignore your customers; because this drives them to maximize their attack till receiving feedback. Communicate with them & describe your situation by solving their issue or apologize.
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