In our digitally-driven age, most companies will eventually encounter a social media-driven crisis. Perhaps an employee accidentally tweets an insensitive remark on the company account, or the business is suddenly caught in a whirlwind of negative commentary on Facebook. Whatever the case, you need to be prepared for any blowback that might occur – and it likely won’t be comforting.
Whether the crisis was instigated internally or externally, it’s important to develop a social media crisis plan before engaging with your communities.
Here are six tactics to help manage a social media crisis:
1. Establish Social Media Crisis Guidelines