6 Tips for Effective Social Media Crisis Management 

In the world of Social Media Marketing, brand sentiment and consumer feedback can never be predicted. As marketers, your goal should not be to control the conversation around your brand, but rather to listen and authentically respond to your audience. As you encourage your fans to talk about your brand, be prepared for positive and negative feedback. Below are some tips on how to handle a negative situation on social media.

1. THINK FAST
Do not spend time creating the most strategic response before you comment. Instead, when it comes to negative commentary, think fast and act quickly. Even if it is a quick, “We understand your frustration and will look into it.” Your friends, followers and fans will appreciate your promptness in addressing their problems and concerns.

2. STAY ENGAGED
Although engaging in a conversation with an unhappy user may not exactly be your favorite activity, it is very important. Your responsiveness will be appreciated and could take a potentially fatal situation and turn it into a life-long customer. You might not have all the right answers immediately, but continue to let your network know you’re working on a resolution.

3. ALWAYS APOLOGIZE
Even if you or your company is not directly responsible for the crisis, your audience will want you to take responsibility and apologize. A good rule of thumb is to monitor commentary to identify accusations and respond with facts accordingly.

4. BE HUMAN
If you want your audience to connect to your brand on a personal level, you must equally engage with them on a personal level. A formal statement is not an appropriate apology in this case. Be transparent, honest, and empathetic. Show that you care and that you truly are sorry.

5. ASK FOR FEEDBACK
Open yourself up for a discussion. Ask your fans how you can mend the situation. What are they looking for: a free subscription? Discounts? Although some ideas may be a bit extreme, users will offer advice and will be grateful if you address their suggestions. By keeping an open ear, you will show that you are being proactive in fixing the problem.

6. FIX IT AND MOVE ON
Learn from your mistakes and put preventative measures in place that help ensure you won’t make the same mistake twice.

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