Using social media in crisis management can have beneficial impacts on the organization, but may lead to some negative effects as well. So, to avoid the chances of a negative impact, the following points should be followed:
Avoid slow responses â€“ The organization should quickly reply to the comments and complaints of the customer. The gap between the time of complaint filed and response from the company side should be reduced in order to avoid criticism.
Use positive language â€“ The language used on the social media platform should be polite and generous. If the conversation goes out on a negative path, the organization takes the conversation with customers offline.
Build proper plan and strategies â€“ The proper strategy and plans are the keys to the appropriate execution of the plan. Similarly, using social media in crisis management should also be based on the appropriate techniques and back-up plans.
A step-by-step guide to managing crisis through social media
First create a proper policy on how to apply social media for crisis management.
Create and secure the accounts one log in with.
Identify the social issues in crisis.
Define what is an actual crisis and who are the affected stakeholders.
Prepare a proper plan on how to communicate in a crisis.
Engage in communication, but do not argue with parties.
Maintain clear communication, stop rumors, and misinformation.
Remind of this experience. Work on faults this time to correct.
While following these guiding steps, one must keep in mind that, ignoring the feedback and faults can be a big mistake in crisis management. The nature of the crisis determines how effectively social media should be used.
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