A social media crisis is anything that could negatively impact your business’s reputation and reception through social media. It’s much more than one negative opinion or comment under a post.

Convince & Convert’s Jay Baer has published an article highlighting nine ways to manage a social media crisis.

He says, “Here are the 9 steps to successfully managing a social media crisis.

1. Pause All Outbound Messages

If there’s even a hint of a crisis or public storm building, immediately pause all scheduled content queued to post to your social media channels. Notify any social care representatives to shift to monitor-only mode. This can prevent their innocent attempts to respond before the company is ready to make a statement.

2. Acknowledge An Issue

Your first response should always be “yes, we realize something has happened” even if you have ZERO answers. This will stem the tide of “hey company, did you know?” messages, and give the response team a chance to activate and gather information.”

Don’t Be Scared, Be Prepared: How to Manage a Social Media Crisis

Convince & Convert

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