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13 things you can do to avoid a social media crisis by @PStaunstrup

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Sooner or later you will have a situation on social media that can turn into a crisis. Here are 13 things you can do to minimize the impact or even avoid the crisis altogether.

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13 things you can do to avoid a social media crisis by @PStaunstrup

  1. 1. 13 things you can do to avoid a Social media crisis Pontus Staunstrup
  2. 2. Pontus Staunstrup 1. Create a plan Defining what you want to accomplish helps you avoid doing things that serves no purpose or gets you in trouble
  3. 3. Pontus Staunstrup Like this:
  4. 4. 2. Define a target audience If you know who you’re talking to and what to talk about, it’s a lot easier to avoid mistakes Pontus Staunstrup
  5. 5. Like posting stuff that’s so bland it doesn’t work on anyone: Pontus Staunstrup
  6. 6. 3. Understand your role You might want to talk about your cool stuff, but get this straight: To your customers any channel can be used for complaints. Be prepared Pontus Staunstrup
  7. 7. British Airways didn’t Pontus Staunstrup Is 9 am to 5 pm in one time zone realistic opening hours for a global airline? First sponsored tweet by a person ever
  8. 8. 4. Respond to what they say It’s called social for a reason. Not responding to questions and comments shows that you don’t really care. Pontus Staunstrup
  9. 9. And don’t take too long Pontus Staunstrup 53% expect a response on Twitter in less than one hour
  10. 10. 5. Be realistic about who you are When trying to engage on social media, make a realistic judgment about how your brand is viewed. And loose the rose tinted glasses Pontus Staunstrup
  11. 11. Unless this is what you’re looking for Pontus Staunstrup
  12. 12. 6. Take it seriously Don’t push your social media efforts down the ladder, to an intern or someone junior who has too much already. That’s a recipe for disaster Pontus Staunstrup
  13. 13. Otherwise, you can get this This came from an intern. For the record, I’m not saying mistakes are only made by interns. Far from it. But they should have a fair chance to learn, not get saddled with all the responsibility Pontus Staunstrup
  14. 14. 7. Training your staff is key In everything from how to use tools to engagement. And teach them the fundamentals Pontus Staunstrup
  15. 15. Like not posting from the wrong account Pontus Staunstrup
  16. 16. 8. Think about your responses Tough questions and criticism doesn’t equal a crisis. But a wrong answer might create one. Take a moment to consider your response Pontus Staunstrup
  17. 17. Pontus Staunstrup Don’t do this
  18. 18. 9. Empathy goes a long way Of course you shouldn’t apologize unless you feel you’ve done something wrong. But make sure you don’t turn defensive or arrogant Pontus Staunstrup
  19. 19. A smart person once said “Saying that you’re sorry doesn’t always mean that you’re wrong and the other person is right. Just that you value the relationship more than your own ego” Pontus Staunstrup
  20. 20. 10. Have a crisis plan ready A documented, up to date crisis management plan can limit the damage and at times defuse a crisis altogether Pontus Staunstrup
  21. 21. 11. Teach your organization about social media Even if they don’t work with social media, they’re most likely active there. What they do can have a huge impact. Help them help themselves. Pontus Staunstrup
  22. 22. Because they don’t want to be this person Pontus Staunstrup
  23. 23. 12. Trust your staff If you have a talented group of people doing social media for you, don’t begin to second-guess or limit them when Pontus Staunstrup things heat up
  24. 24. Let them do things their way Pontus Staunstrup
  25. 25. 13. Listen Always follow what is being said about your brand or product online. That way you can solve a problem before it turns into a crisis Pontus Staunstrup
  26. 26. Pontus Staunstrup A final word A crisis will often arise somewhere else and then play out in social media. Sooner or later you will have a situation that will demand a lot from you. Try to plan as much as possible ahead of time and be very clear about why you have a presence in social media. That, together with a cool head and some common sense, will guide you through a crisis.
  27. 27. Questions? Comments? @pstaunstrup https://www.linkedin.com/ in/pontusstaunstrup pontusstaunstrup.com Pontus Staunstrup

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