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7 steps to control facebook crisis


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One of the keys to #successful #socialmedia #crisis mitigation is pre-crisis #planning. #VietnamWorks gives you some #tips about how to control #Facebook #crisis

Published in: Marketing
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7 steps to control facebook crisis

  1. 1. How to make sure your Facebook page doesn’t become a PR trojan horse Ho Chi Minh City: 66% Facebook Crisis Management In 7 steps
  2. 2. #1. Be there Ho Chi Minh City: 66%  Monitor keywords  Monitor channels  Be ready to act  Keep your eyes on screen at all times BE THERE AND GAIN CONTROL OF SITATION
  3. 3. #2. Carefully but quickly gain control of the situation Ho Chi Minh City: 66% Because it is important to realize that “response” isn’t enough, in order to be effective, you have to be more than simply reactive. You have to regain control of the situation. You have to regain the initiative. If you don’t, you will find yourself in a defensive position for days, and nothing will get resolved.
  4. 4. #3. Introduce yourself, put a face, name and role to your official presence Ho Chi Minh City: 66% Don’t just reply from behind a faceless corporate identity and avatar. Be a human being and talk like a human being. Feel like a human being. Engage on a personal level with commenter.
  5. 5. #4. Make a point to welcome the comments. Invite them. Keep it up. Ho Chi Minh City: 66% Be cordial, be kind, be professional, and assume your role as the custodian of facts. If someone claims something about your company or products that is inaccurate, politely respond to their comment with a link to factual information that will help them reconsider their position Without getting defensive or getting drawn into an argument, the facts need to be stated.
  6. 6. #5. Create an area for Discussions on the Facebook page. Ho Chi Minh City: 66% This will give discussion topics their own tab on the page, and a place for people to go to start and participate in discussions that isn’t necessarily the wall: - Move lots of the traffic and activity off the wall, which isn’t a bad thing - for obvious reasons - Keep all of the conversations focused. Instead of a mess of anger and random grievances, you can create a discussion thread for each specific grievance.
  7. 7. #6. Recruit your detractors’ help in fixing the issues they are angry about, ask your audience for advice and suggestions Ho Chi Minh City: 66% Redirect their energy, shift them from anger to deliberate empowerment. They’re angry at your company? There are specific things they want you to stop doing? Take the discussion a step further and ask them to give you better alternatives to what you’re doing now. Make them think about practical solutions together.
  8. 8. #7. Follow-through Ho Chi Minh City: 66% What starts on Facebook or twitter or wherever doesn’t stop when you get to the other side of the activity bell curve. Once the crisis is averted, you have to take advantage of that little bit of trust and collaboration you’ve helped your detractors (and your bosses) glimpse.
  9. 9. #Our Tips Ho Chi Minh City: 66% Notes on tone, self control, and gaining control of an unstable crowd 1) DO NOT GET DEFENSIVE: Don’t get drawn into an argument, don’t argue. Listen! Acknowledge! Treat every commenter with respect! Be professional! A lot of angry commenters just want a fight. Don’t give them one. Offer them your ear, a platform, and hopefully a solution. 2) DON’T BE A PUSH-OVER EITHER: Don’t let the angry numbers fool you. You’re the community manager. You can and must assert your authority when people get out of line. Do it calmly, do it politely, but let commenter know when they are out of line.
  10. 10. #Summary Ho Chi Minh City: 66% Be there -> Monitor -> Introduce yourself -> Acknowledge -> Engage -> Take charge -> Redirect -> Manage -> Follow through.
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