How You Should Plan for Social Media Crisis Management
- March 8, 2021
- Social Media Marketing
The social media space has grown rapidly in the last few years. The pandemic has made it even explode further with millions of individuals and companies depending on social media to advertise or promote their products and services. It is more important than ever how you should plan for social media crisis management.
The rapid development and influence of social media mean that companies are as unlike before open to public scrutiny. There is nowhere to hide in this day and time if you mess up your online reputation. Therefore, it is important to plan in advance for any eventuality that may occur. Proactive planning before a crisis happens is crucial. When you are in the middle of a crisis it is hard to develop a plan.
Pre-crisis preparation is important to effectively handle a social media crisis when it happens. For this to happen, you have to plan in advance.
Here is how you can plan in advance for a social media crisis:
Identify what can go wrong
The first step in the development of an effective social media crisis plan is to identify the components of your social media campaign that can potentially go wrong. The earlier you identify what can go wrong, the better prepared you will be. Develop an action plan for handling all the potential problem areas that you have identified.
Establish some early warning signals
Once you have identified what can possibly go wrong, next, you need to monitor the specific parameters of that component. Any noticeable changes from normal should be addressed promptly. For example, if you start noticing an increase in negative reviews about your product or page, quickly consider that as an early warning signal that things may get worse. Address the situation immediately.
Establish a team in advance
Having a team in place that specializes in the handling of different aspects of your social media campaign. The team will need knowledgeable enough to be given special instructions on how to handle the specific problems when they occur. For example, you can assign your marketing team to handle any product-related crisis that may potentially affect your business.
Develop the response plans
Developing response plans is the most important stage of social media crisis management. A social media crisis response plan is a step-by-step instruction or work plan that breaks down all the steps that you and your team should take in the event of a crisis. Every member of your crisis management team should have his or her own action plan that clearly documents the steps that they will take once they receive the relevant signal.
Carry out a Post-crisis analysis
It is good practice to always carry out a thorough analysis of the response and the action taken to resolve a past crisis. The learning from past lessons crisis will be helpful in developing and improving future plans of action.
Lastly, your customers are the most important component of your social media crisis management plan. Once you have managed to resolve a crisis, you should keep your clients close and keep them updated all the way as you resolve the crisis. Even after the crisis is over, you should keep engaging with your customers. Consistency is a key component in regaining the trust that the client had for your business or/and services and will help you get back to normal business after the crisis
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