Those of you who know me know that I am a strong believer in never deleting negative comments posted to your social media channels by angry, upset or disappointed fans and customers. There are several reasons for this: It adds insult to injury, provoking further escalation of the negative situation It goes against the social […]
How Soon Should You Respond to a Social Media Crisis?
It may seem like a no-brainer, but I still see organizations who find themselves under social media attack and wait hours and – gasp – even days to respond to the crisis. Although there’s an appropriate way to respond to a social media crisis, no time is too soon to get all the facts of […]
How Often Should You Revise Your Social Media Crisis Plan?
Your social media crisis plan, in all of its importance, is not something you want to prepare once, file away and then forget about. It’s something that should remain top of mind for your entire staff – especially those who play a role within your social media crisis team. Though this is not something that […]
FAQ Your Way Through a Social Media Crisis
I talk often about your targeted FAQ and it’s importance within a social media crisis, so I thought I would take the time today to detail everything required within your strategic FAQ and to give you a little homework in order to advance and strengthen your social media crisis plan! Are you ready? Let’s go! […]
Your Quick Guide to Using Social Media in a Crisis
If I were to say: “When faced with a social media crisis, you should respond through your social media channels.” Would you say: “duh!!!” with enthusiasm? I sure hope so! Ok, kidding aside, it’s important to fight social media fire with social media water, and this rings true down to the very core of social […]
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