At a time when the tweets and Facebook posts are unsheathed faster than firearms in American Westerns, it is important for any business to be prepared for a crisis in social networks.
We talk about Bad buzz when a brand, company or institution is attacked on social media by Internet users. Reputation and brand awareness can be quickly tarnished after a Bad buzz.
If you have not thought to do active monitoring to prevent this kind of situation, here are some tips to limit the damage.
1#Identify the source:
Before setting up a plan of action you need to identify the source. This will allow you to choose the right crisis management strategy. What is the source of the crisis? How much shares? What is the extent of the bad buzz? If possible we recommend that you make direct contact with the comment author in a calm and positive way, to understand his displeasure and to find a solution trying to control the spread of the crisis.
2#communicating during the crisis:
Once source identified, you must define the target and communication networks so you can be able to answer. Be responsive and credible! Set up an internal strategy for defining roles within the company and adapt the solution to your company’s values. You must preserve the DNA of your company in such a situation and bring out your human side. After all to err is human! So you can count on your “community champions” to help.
Be transparent about the way you handle the crisis, customers will be reassured. And this may be for you an opportunity to talk about you! If the magnitude of Bad buzz is not too big you can try to handle it with humor!
Your customers like you; they will probably forgive you if you apologize. Show that you recognize your mistake, that you’re sorry if you disappointed or shocked your customers! Post your apologies on social networks, and think of press releases; they are effective.
A good strategy takes time: empathize and personalize your apologies as far as possible. This initiative will be highly appreciated by consumers.
# 4 do not deletes anything!
As part of a communication strategy through social networks you must remain open to dialogue even if your company is subject to criticism. Do not delete negative comments. Otherwise you risk the Streisand effect: the more you hide or censor the information to the public, the more it will interest them. Communicate by a diplomat and calm manner. Especially avoid hot reactions, which could worsen the crisis.
# 5 Suggest compensation:
Offer an adapted compensation to the problem caused to your consumers. Visitors will be grateful for your response and will not fail to communicate about this gesture. It is important that your words turn into actions. This will allow your company to gain credibility and regain its reputation.
More shaken than injured! Once the storm has passed, meet with your staff to take stock and learn from this experience! However, prevention is better than cure, according to the quote. So if you want to introduce measures for a strategy of social networks you can contact us. Our digital experts will help you define a customized plan.