Is your page getting a lot of negative comments? Is a user or even your own employee threatening to destroy your reputation, your company, your person? So you are going through a crisis and let me tell you that all companies, regardless of their line of business or size, at some point could have one. And it seems that customers are becoming more severe, it is also easier to access social networks, we see them everywhere: on the phone, on the Tablet, the computer, among other options. But, are we really prepared to handle a crisis in social networks? It is very important to have a good strategy in this situation to solve the problem and stop the crisis or else these bad comments will increase and therefore your company will gain a bad reputation.
We commonly seek advice for social media strategies because we intend to be successful in these digital channels, but in a bad turn of events, we can see the company in a crisis and not know how to act. INDEX 1How to detect a crisis in social networks? twoPhases of a crisis in social networks 3How to manage a crisis in social networks? 4Domino’s Luxembourg Email Addresses Case 4.1What did Domino’s Pizza do? 4.2What mistakes did the company make? 4.3What should we learn from this case? 5What to do after a crisis in social networks? How can I detect a crisis in social networks? The first thing you should do to detect and manage a crisis in social networks in time is to be attentive and listen to what the community is saying about your product or service .
Chris Syme, Author
Of the book “Listen, engage, respond”, considers that there are 6 types of conversations that you should be aware of: Brand: listen to what is being said about your brand in social networks and traditional media . Influencers: who recommend your brand? Identify them and listen to them too. Internal: you should also be aware of what the workers of your organization say about your brand. Competition: do not lose sight of your competition. What do they say about them? who criticizes them? Sector: identify and study the opinion leaders of your sector , what are they saying about your brand? what do they say about your competition? Phases of a crisis in social networks Jane Jordan author of the book “The four stages of effective crisis management” believes that crises have four phases: Discovery of the facts.
In this phase information is minimal and speculation and rumors are an important feature. The drama unfolds. The most important phase of the crisis as the focus is on the company’s response and potential victims. This is where the reputation of the organization is affected and the crisis goes viral. The phase in which the finger is pointed at the culprit. Once the crisis is under control, the time has come to discover the situation that caused the crisis and, if applicable, also investigate who the collaborators who intervened were. During this phase, Jordan recommends that this information stay within the company and not. The resolution.
This Is The Final Phase
Of the crisis and where the entire team collaborates by providing solutions so that a similar case does not happen again. Steps to manage the crisis in your social networks Now yes, here is my advice to manage a crisis in social networks. The protocol for managing a crisis put into action as soon as the social media team detects it. It is important to inform the entire crisis committee team about the situation. The Community manager must identify the collaborators involved in the crisis. The influencers who could react or be and collect all the facts that the crisis
