The Ultimate Social Media Crisis Plan
[et_pb_section bb_built="1" admin_label="section" _builder_version="3.0.72" module_class="blog-font"][et_pb_row admin_label="row" background_position="top_left" background_repeat="repeat" background_size="initial"][et_pb_column type="4_4"][et_pb_text admin_label="Intro " background_layout="light" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.80" module_alignment="left"]If there is one thing that spreads like wildfire on social media, it's public dismay. A slight spelling error is here nor there when you consider the massive implications of something like a white collar indiscretion, worldwide disaster, or hacked social media account.When it comes any of the possible situations your social media platform can throw at you, having a social media crisis plan is your best ammunition. If you don't currently have one, you should definitely look into it. We've compiled a list of the dos and dont's when it comes to creating a social media crisis management plan. No matter what may be thrown your way, you'll be ready.[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row background_position="top_left" background_repeat="repeat" background_size="initial"][et_pb_column type="4_4"][et_pb_text admin_label="The Do's " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
The Do's
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1. Organize Authority
What's worse than a social media crisis? A social media crisis that causes another crisis within an organization. The last thing you want to be doing in the midst of a situation is running around figuring out who is taking care of what and distributing duties. By simply having a plan set in place outlining personnel, contact information, and duties, you can help alleviate stress and reduce time. We all know that it's when you really need someone you can't find them - so do your best to prepare beforehand.[/et_pb_text][et_pb_text admin_label="stakeholders" background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
2. Keep Stakeholders in the Loop
Even if you only have a draft of a public statement or a budding idea for a solution to the crisis, let your stakeholders know. In most situations, it's the brands that delay informing their stakeholders or audience that will be criticized for the length of time and how they dealt with the situation. And while keeping stakeholders in mind, consider how they want the situation to be addressed - ensure that you come across as genuine, compassionate and professional as possible. Your stakeholders want the best possible initial response - so incorporating their involvement and perspective is key when addressing any situation.[/et_pb_text][et_pb_text admin_label="related post " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
Related Post : Social Media Demographics by Network
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3. Perform a Post-Crisis Review
Maybe your crisis was no crisis at all - or maybe it could have been dealt with in a different way. Regardless how the situation was handled, it's important to have a review and analyze if the crisis plan was executed correctly, and the outcome. Rehashing how you addressed the situation may change the way you approach situations in the future - maybe you ran into an issue you never thought of, or perhaps there could have been an easier to delegate tasks. Make sure to update your plan accordingly.[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row background_position="top_left" background_repeat="repeat" background_size="initial"][et_pb_column type="4_4"][et_pb_text admin_label="the don'ts " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
The Don'ts
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1. Don't continue scheduled posts if there has been a major event or disaster
When events like natural disasters, attacks, and other world events occur, that's what everyone - your audience included - is talking about. If you continue to distribute content regarding your product it may come across as though you don't care, or are insensitive about a current or ongoing event. Though these types of crisis are not created by your brand or aimed at your brand, it's important to adapt to the situation accordingly. Know for a fact that you are not the only brand scrambling to put social content on hold, and contribute to the conversation. For example, check out how these brands handled their social media pages in wake of the Paris attacks in November of 2015.[/et_pb_text][et_pb_text admin_label="on the fly " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
2. Don't try to solve the situation on the fly
As easy as it can be to respond to a Tweet or comment, make sure you have a plan as to what you're going to say and how you'll word it. As important as it is to act fast, it isn't worth sacrificing the quality of the response. Who knows - maybe doing something on the fly is what caused the situation. Therefore, if you have a crisis management plan in place, that organization can ensure a timely response without costing quality.[/et_pb_text][et_pb_text admin_label="sweep under the rug " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
3. Don't sweep your mistakes under the rug
It's very difficult to stay upset with someone who owns up to their mistake and apologizes. At the end of the day, brands are run by people - and people can make mistakes. It's how your brand goes about resolving a mistake that counts. Responding to your audience in an honest and genuine way, recognizing what happened was a mistake, and expressing how you plan on dealing with it going forward speaks volumes of your brand. Take a lesson from KitchenAid.[/et_pb_text][et_pb_image src="https://heyorca.com/wp-content/uploads/2016/08/Screen-Shot-2016-08-22-at-4.24.32-PM.png" show_in_lightbox="off" url_new_window="off" use_overlay="off" animation="off" sticky="off" align="center" force_fullwidth="off" always_center_on_mobile="on" border_style="solid" _builder_version="3.0.72" animation_direction="off" /][/et_pb_column][/et_pb_row][et_pb_row background_position="top_left" background_repeat="repeat" background_size="initial"][et_pb_column type="4_4"][et_pb_text admin_label="template, conclusion " background_layout="light" text_orientation="left" border_style="solid" background_position="top_left" background_repeat="repeat" background_size="initial" _builder_version="3.0.72" module_alignment="left"]
You can also create templates for social media management plans if you prefer that kind of layout. Check out this free template if you happen to be on the hunt.
At the end of the day, the best lesson is experience. When it comes to a social media crisis, though hopefully you never actually experience one, having a plan in place can soften any blow. Preparation is key - as long as you have a plan for damage control and are honest and genuine following the situation, a social media crisis doesn't have to be a crisis.
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[/et_pb_text][et_pb_code global_parent="6738" _builder_version="3.0.80"]<div id="hsformContainer2"><!-- [et_pb_line_break_holder] --><!--[if lte IE 8]><!-- [et_pb_line_break_holder] --><script charset="utf-8" type="text/javascript" src="//js.hsforms.net/forms/v2-legacy.js"></script><!-- [et_pb_line_break_holder] --><![endif]--><!-- [et_pb_line_break_holder] --><script charset="utf-8" type="text/javascript" src="//js.hsforms.net/forms/v2.js"></script><!-- [et_pb_line_break_holder] --><script><!-- [et_pb_line_break_holder] --> hbspt.forms.create({ <!-- [et_pb_line_break_holder] --> portalId: '596637',<!-- [et_pb_line_break_holder] --> target: '#hsformContainer2',<!-- [et_pb_line_break_holder] --> formId: '47463799-6377-48e8-b179-635f156dee3c'<!-- [et_pb_line_break_holder] --> });<!-- [et_pb_line_break_holder] --></script><!-- [et_pb_line_break_holder] --></div>[/et_pb_code][et_pb_cta global_parent="6738" title="The Ultimate Social Media Guide for Digital Agencies" button_url="https://try.heyorca.com/ultimate-social-media-guide/" url_new_window="on" button_text="Download now" use_background_color="on" background_color="rgba(255,255,255,0)" background_layout="dark" text_orientation="left" use_border_color="off" border_color="#ffffff" border_style="solid" custom_button="off" button_use_icon="default" button_icon_placement="right" button_on_hover="on" button_letter_spacing_hover="0" module_class="blog-font" disabled="on" disabled_on="on|on|on" _builder_version="3.0.80"]"In Crossing the Chasm, Geoffrey Moore defines a market as a group of individuals who can reference each other. Put another way, for every market there is a social media community waiting to be born."[/et_pb_cta][/et_pb_column][/et_pb_row][/et_pb_section]