Social media is so prevalent today that everyone from PR to HR finds its use in some way or the other. It can also help you in crisis management, irrespective of the crisis being related to website problems or negative propaganda online about you, because
- It helps you keep people up to date
The greatest constraint when a crisis occurs can be communication and social media is an apt channel for keeping your fans, followers or network of people in the loop or informed about the crisis, even as it unravels. Provide updates on developments, instantaneously.
Having established your credibility among your online community, you can interact with them honestly, during a crisis and you will find yourself gathering all the support from your network.
- It is easier to engage with customers
During a crisis, loads of complaints and twisted remarks find place online about you and a few serious ones cannot be overlooked, owing to their impact on your reputation. When people raise these matters, you should respond to and engage them directly and exemplify your claims, amply.
- You can build your reputation before crisis hits
Without months of interaction, suddenly if you surface with your posts and tweets to redeem your reputation, it can be of no avail. So, don’t wait for a crisis to motivate you to forge rapport with your customers and engage them. If you consistently communicate with your fans and followers, you can easily establish your blog or social media account as the place to gather authentic comprehensive information about you.