Do you know what to do if you or your company is suddenly under attack on social media? What about if something not-so-great happens and is suddenly amplified throughout the online social space? One of the biggest complaints that customers have is lack of response from companies who have an online presence (something like 80% of questions and complaints on brand Facebook pages go unanswered). A crisis situation can be especially tough. This article over on SocialTimes has some tips to help you prepare:
A strategy is especially important for those who consider them resources during a crisis.
“Develop a protocol internally,” suggests Stephanie Shkolnik, Director of Social Media at Digitaria. “Create a simple system to identify what types of scenarios are applicable to your brand and what requires issuing a statement versus respectfully going dark. These qualifiers should be defined based on your business and/or brand’s location and if you have employees and/or customers in the area impacted.” — Social Media during a Crisis: 5 Tips by Debra Eckerling
