It is always best to be prepared, but face it, some things you just can’t see coming. For when that happens, it’s best to have an idea of what to do. Here are some suggestions for using social media for crisis management:
- Fight fire with fire. If a problem erupts on social media, don’t turn to traditional media to combat it, use social media. If possible, respond directly to the person(s) who brought up the issue/crisis via the same social medium they used.
- Be sure you’re monitoring your own social media presence at all time – it would be terrible for a crisis to occur on social media and your organization doesn’t find out about it for several days. There are several resources to help you monitor your online presence including: Google Alerts, Addic-o-matic, and Social Mention.
- Whatever you do, don’t sweep it under the rug! Like all good crisis management, the faster you respond, the better. Remember, once someone posts something, it’s up there for good, even if you are able to delete it, it only takes a second to copy and paste…
It’s best to have a plan for crises even if that plan is just how to stay focused, organized and professional. Remember, it’s a new world out there when it comes to crisis management now that everyone has access to social media.