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How to Manage a Social Media Crisis Without Losing Your Mind - 0 views

coschedule.com/...social-media-crisis-management

social+media social media crisis communications crisis management

shared by Carri Bugbee on 10 Mar 19 - No Cached

snag your free template to put together a complete crisis communication strategy. Use this post as a guide to complete it.
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Create a Social Media Crisis Scale Convince and Convert devised a great solution to this problem. They built a customer response flowchart that matches the severity of an issue, to the right course of action.
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Crisis Level 1: Isolated customer complaints and questions. Crisis Level 2: Angry customers, broken links, posts directing to the wrong page, factual inaccuracies, major misspellings on social posts. Crisis Level 3: High volume of angry customers, service outages, lack of product availability. Crisis Level 4: Product recalls, defective services or products, widespread negative press coverage, layoffs. Crisis Level 5: Lawsuits, serious accidents resulting in injury, illegal employee conduct.
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Terms You Should Monitor What should you track with these tools? Consider the following: Mentions of your brand name. Mentions of your CEO or important executives. Competitive brand mentions. Relevant industry terms. Key influencers.
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Keep an eye on your brand mentions. Check in periodically and use email alerts to stay on top of discussions as they happen. Use your crisis scale to assess problems. Then, respond accordingly.
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To determine how many negative messages constitutes a crisis, Hootsuite recommends setting crisis thresholds.
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Using your crisis scale, establish who is responsible for managing the response at each level. It might look something like this:
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Your employees likely all have their own social media accounts. When disaster strikes, they may not know what they can (and can’t) say about the issue publically. So, it’s important to make sure they don’t go rogue or leak information you don’t want to be released. This could make a bad situation worse. Get in front of this with a documented response plan.
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Craft Emergency Response Messaging Templates When a mistake happens, you may not have time to issue a detailed response right away. However, you’ll need to say something to acknowledge you’re aware of the issue before things get out of hand.
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