How to successfully overcome public relations crises over social media with minimal impact and social retaliation

1. A D D R E S S I N G P U B L I C R E L A T I O N S
C R I S E S C A U S E D B Y S O C I A L M E D I A
A M A N D A S H O A LT S
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2. Social media can be a POWERFUL tool to connect with, and
empower others
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3. Twitter alone has over 500 million users, of which 288 million
are actively online each month
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4. It is now an essential tool in e-commerce allowing companies to engage in a
valuable two way conversation with consumers
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5. 60% of consumers say the
integration of social
media makes them
more likely to
share products or
services online with their
friends
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6. 74% of marketers believe
Facebook is important for
their publications strategy Image: Flickr

7. However some companies haven’t quite mastered the
art
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8. “It takes 20 years to build a reputation and only five minutes to ruin
it”- Warren Buffet
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Image: Twitter

9. 76% of social media crises
could have been avoided if
companies had been better
prepared Image: Flickr

10. The major mistakes companies make are:
not responding quickly enough
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11. Or responding inappropriately, even blaming the incident
on other parties and never accepting responsibility themselves
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Image: Twitter

12. This is often due to the fact
that the company has no
contingency plan in
place to address social
media public relations Image: Flickr
Image: Twitter

13. C O M PA N I E S S H O U L D I N S T E A D L O O K
T O D O T H E F O L L O W I N G :
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14. 1) Identify the problem at hand
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15. 2) Respond quickly
Image: Flickr Image: Twitter

16. 3) Genuinely
apologize for
your actions
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17. 4) Listen to consumer concerns and respond thoughtfully
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Image: Twitter

18. 33% of customers who received a reply in response to their
negative review turned around and wrote a positive review
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19. Just because a crisis is over, doesn’t mean your job is
finished
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20. It is essential to
follow up with
consumers to
demonstrate how
you’ve enacted
change
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21. Though some companies may try to avoid it
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22. The best way to overcome a public relations crisis on social
media is to tackle it head on
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23. S O U R C E S