Navigating Social Media Crisis: A Guide for Brands

As the world of social media continues to evolve, so do the ways in which brands can find themselves in the midst of a crisis.

In the past, a social media crisis was defined as an event that caused negative sentiment towards a brand to spread like wildfire across social media platforms. This could be in the form of a customer complaint that goes viral, or an embarrassing mistake that is shared widely.

In today’s social media landscape, a crisis can take on many different forms. It could be a negative story about your brand that gains traction in the mainstream media, or it could be a PR disaster that unfolds in real-time on social media. In either case, it’s important to have a plan in place for how to navigate a social media crisis.

Here are some tips for how to navigate a social media crisis:

1. Don’t ignore it

The first mistake that brands make when it comes to social media crises is that they try to ignore it and hope it’ll go away. This is a mistake. The sooner you acknowledge the crisis and take steps to address it, the better.

2. Take it super seriously

A social media crisis can quickly spiral out of control if it’s not taken seriously from the outset. As soon as you become aware of a crisis, it’s important to convene a meeting with your team to discuss how to best address it.

3. Be proactive

Don’t wait for the crisis to come to you. Be proactive and take steps to prevent it from happening in the first place. This could involve monitoring social media platforms for negative sentiment towards your brand, or implementing a social media policy for your employees.

4. Be responsive

Once a crisis does erupt, it’s important to be responsive in your approach. This means monitoring social media platforms for negative sentiment and responding quickly to address any concerns.