Today, social media is an inseparable element of business. However, operating in the network is associated with an increased risk of emergence of crisis situations. Where do crises in social media come from? How to prevent them?
Crises in social media - causes
The most common causes of crises in social media we will include:
- negative customer opinions about the brand, its services or products, as well as the lack of or inappropriate feedback from the brand,
- incorrect customer service,
- controversial marketing campaigns,
- controversial position of the brand on a specific issue,
- brand fraud,
- unethical behavior,
- random events.
Sometimes it only takes a minor slip-up, one unfavorable comment or a missed post to start a fire. Therefore, in order to avoid crises in social media, you need to act carefully and prudently. What can be done to prevent this from happening?
Crises in social media happen to even the best.
We know how to deal with them!
How to prevent crises?
The brand should set strict rules for publishing posts in social media. A person dealing with social media channels should know what content he can add to the profile, what language to communicate with the recipients, how to react in certain situations.
To avoid crises, a brand must act fairly and ethically. It should be genuine, trustworthy and uncontroversial.
It matters a lot media monitoring social media. You can use special tools (such as Brand24) that instantly search for posts and comments about a given brand and thus enable immediate reaction in a situation that could lead to a crisis.
How to proceed in a crisis situation?
Social media crises are spreading like a virus. Therefore, a brand that finds itself in a difficult situation should implement appropriate actions as soon as possible. Effective crisis management it is quite a challenge. In order not to aggravate the crisis and get out of an unfavorable situation as quickly as possible, it is worth using the help of specialists. At Commplace, we know how to deal with crises. Contact us and see how we can help you.
