Social Media ...
(Continued from page 5)
Act quickly.
In social media, twenty-four hours is an eternity. Time is of the essence, and your
customers will expect a quick response should you face a
social media crisis.
Taking too
long to respond shows your customers
Realize that social media never sleeps – it lives on well after
that you’re either not listening or you
normal business hours. Several members of your crisis
which can lead to more incidents.
response team should keep their eyes on your social media
outlets after business hours in case another issues arises.
Taking too long to respond shows your customers that you’re either not listening or you
don’t care, which can lead to more incidents. The longer you wait to respond to issues,
the more time people have to tell their friends and spread negative sentiment toward your
company.
don’t care,
Using the right medium to respond to a crisis can be a useful line of defense. If the crisis
begins as a negative video posted on YouTube, a video response may be appropriate. If the
issues began with a negative comment on your Facebook page, responding there first may
be the best solution. If you can contain the problem to one media source, you have a much
better chance of limiting the damage.
(See Social Media on page 7)
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