Social media has become the go-to place for brands to respond to crises. It’s the easiest way to get a message out quickly and with the largest audience. But it can also backfire. The trick is knowing what kind of crisis you’re dealing with, because not all bad news happens on social media.
A Hashtag That Trends
Hashtags are a way of categorizing conversations on social media. They can be used to promote a brand, create a conversation around an issue or product, and even raise awareness for causes or events. Hashtags work by allowing users to search for and follow specific topics in real time on Twitter and Instagram (and other platforms). For example: If you want to know what people are saying about the latest superhero movie premiere, there will likely be a hashtag associated with it that helps you find those conversations easily.
A Brand Being Mentioned By A Celebrity Or Influencer
If a celebrity or influencer mentions your brand, it can be a good thing. But it could also be bad. It’s important to be prepared for negative mentions so that you can respond quickly if necessary. You should always monitor mentions of your brand and respond as soon as possible when there is an issue or concern raised by one of these influencers or celebrities.
Posting About Your Friend’s Birthday
If you’re thinking about posting about your friend’s birthday, stop. If you’re thinking about posting about your birthday, stop again. And if you’re thinking about posting about the birthdays of anyone in your family or even just one of your pets (who are more than likely not even on social media), then please don’t do it! The reason why all these types of posts are bad ideas is that they can come off as self-centered and selfish–and no one wants to see that when they go online looking for fun content from their friends and family members.
Liking A Post About Your Brand
You can’t control what people say about your brand. You can’t control what people think about your brand. You can’t even control what people do about your brand, because that’s just not how it works! The only thing you can control is how you respond to it when these things happen to you, which is why responding quickly and thoughtfully (as opposed to hastily and defensively) is so important in social media crises.
A Post That Goes Viral
A viral post mocking What is not an example of a social media crisis. A post that goes viral is something to be happy about! It’s great for your brand and it means you’re doing things right, so don’t panic if this happens to you.
If your content gets shared widely, there are some steps you can take to manage the situation:
Respond quickly to questions or comments from users who are sharing the content (but only if they have something useful and constructive to say). You don’t want people feeling ignored by brands they like; otherwise, they’ll go elsewhere next time around.
Responding To A Direct Message From A Customer
When you receive a direct message from a customer, you must respond as quickly as possible. This shows that you care about their problem and want to help them solve it.
Using a human voice: You should always use your real name when responding to comments or questions on social media channels; otherwise, people may assume they are talking with an automated bot rather than another person who has access to their private data or account information!
Making the customer feel heard: If someone is upset about something we’ve done wrong, our job isn’t just about fixing things–it’s also about making sure they feel heard and understood by us as well (even if this means admitting fault). We owe them better service than was provided originally so they don’t leave bad reviews online later down the line.”
A Positive Tweet
This is a great example of how you can use social media to share positive news. It’s also an example of how you can use it to share good news about your brand, or even just the industry in general. This tweet was very effective because it made people feel good about themselves and their lives by showing them something they could relate to that other people out there have struggled with anxiety, too!
Careful Sharing Of Content
While it is important to be aware of and respond to your audience’s concerns, you should also use your best judgment when sharing content on social media. Check the source of the content. If you are sharing something with a friend or colleague, make sure that person knows what they’re talking about before putting their name behind it.
Think about how the content will be received by your audience. Is this something they’d want to see? Will they find it interesting or offensive? Does it align with our brand values and mission statement? What would happen if someone else shared this same piece of information (and there were no disclaimers)? Would that change things at all? These are all questions worth asking yourself before posting anything online–especially if you’re dealing with sensitive topics like politics or religion!
Not Responding To A Horrible Tweet
A social media crisis is not when you don’t respond to a tweet. You may think that if someone has an issue with your brand and they feel the need to complain publicly, then it’s best to ignore them. But actually, this can be one of the worst things you can do in a crisis–it makes you look like an uncaring business that doesn’t care about its customers’ feelings.
Even if your customer base is small enough that one angry tweet won’t make much difference in sales numbers or brand perception (and hopefully it will), responding shows that at least some effort was made on behalf of their concerns.
Conclusion
As you can see, there are many ways to respond to a social media crisis. You should not be afraid of it or think that it will ruin your brand. Rather, take the time to plan out what kind of response works best for your company and use that as an opportunity to show how much you care about your customers’ well-being!
