What is the one thing that every company has in common? The truth is that they will have to deal with a catastrophe at some point. Even though it’s unpleasant to contemplate, a company that survives the test of time will have to weather at least one catastrophe. The real issue is whether or not you are ready. There are two sorts of crises that can strike a company: those that are company-specific and those that are industry-wide.
In the context of a single company, a “PR nightmare” is an example of a crisis that has widespread negative effects. They can originate from within the organisation, with a disgruntled worker, or from beyond, with an aggrieved consumer who reports being treated rudely. Do you recall how the company LifeLock was started? The firm claimed that their solution was the best option for preventing identity theft. The company’s founder, Todd Davis, even revealed his SSN to bolster their case. The plan backfired, and his identity was stolen a staggering 13 times as a result. How much faith did this engender in the product? In a word, no. If this had happened in the age of social media, they could have received a lot of criticism.
Isn’t it risky to use social media when there’s a crisis?
Especially if you’re a tiny firm, no company is safe from competition. Even if things are going swimmingly for your company right now, an unforeseen catastrophe might quickly throw everything into chaos. Establishing preemptive communication methods, such as a social media crisis plan, may alleviate stress and prevent a panicked response.
Companies have increasing challenges maintaining silence in today’s highly connected global economy. The proliferation of social media has played a significant role in this. Companies now need to keep in touch with their consumers, offer responsive social customer care, and be aware of the world around them to succeed.
Need more convincing? There are now more than 3.8 billion active social media users throughout the world. To be more specific, over 7 in 10 American individuals (69%) have a Facebook account. What’s more, social media use is starting to supplant that of more conventional media. In the event of a crisis, social media may be used to quickly and effectively communicate with customers.
The Function of Social Networking After an Emergency
Today, every company may take the initiative to prepare a social media crisis response strategy. Here are some strategies for thriving in unstable times:
- The New Media. Select the social media channels where you will mostly interact with your target market. The social media platforms you already use to interact with your audience should serve as a good starting point and be your primary focus. And keep in mind that the sheer number of users on a social network doesn’t always make it a good choice for handling your company’s crisis communications.
- How to Put Together a Message. Keep in mind that communicating during times of crisis might be difficult. If you’re worried that your message could be misunderstood or offensive, have other staff read it and take on the role of “devil’s advocate” to find out as soon as possible.
- Disseminate Data. Avoid making the mistake of only talking about your company, and don’t try to make a buck off of the situation. You may also take this opportunity to provide your consumers with access to helpful materials.
- Check on the ‘Gramme. In times of crisis, social media monitoring is more important than ever. Monitor relevant social media for mentions of your company and prepare suitable answers. Pick your fights wisely; there’s no need to reply to every single comment you come across. Keep an eye on what people are talking about online if it’s a major disaster.
- Please assist if at all possible. It’s important to think about how your company can assist in times of disaster. Consider the best ways for your company to aid the people in your area, especially those who are in the most dire straits. When the COVID-19 epidemic hit, hotels in the area opened their doors to the homeless. Since few people were going anywhere at this time, hotels were happy to fill their empty rooms.
Keep an Eye on the Media
It won’t be simple to steer your company through a catastrophe. There are a lot of moving parts, so it helps to think through potential solutions ahead of time. In the event of a crisis, it is essential that you have a social media plan in place and that you keep your consumers and clients apprised of any develope your small company website.