Social media crises
April 29th, 2009
Hi folks -
So sorry I’ve been absent from the blogging world lately. I’m back now.
There have been a number of crises in the social media world lately: The Amazon.com GLBTQ-book rating problem, CNN and its @CNNBrk account-ownership issue and, of course, the viral video of Domino’s employees. ( Read more about them here.) Of course that doesn’t include the countless others that go on every day.
These problems are bound to happen. Sometimes you can expect them, and other times you can’t. This is why I’m a firm believer in having a game plan and knowing how to execute it properly when the time comes. Need help finding out how to do this? I’ve read dozens of blog posts that chat about surviving these times and how to come out on top. You can find two here: How to weather a Twitterstorm and How to: Survive a social media revolt.
One reoccurring theme is that if you’re going to have a presence in social media, you need to be there all the time: when people are singing your praises and when they’re calling for your head. Too often companies run from this criticism, and stick their metaphorical heads in the sand.
But you can’t run and hide when you’re involved with social media. In fact, social media should make that communication that much easier. It allows companies to listen to the conversation and the buzz surrounding them.
Social media allows for better communication between a company and its customers. When a crisis hits, it’s an ideal way to communicate with the public quickly, which is something companies need to do. If you have a problem and people are talking about it – an official statement needs to be released even if it only acknowledges the problem. Why? Because it shows your customers that you’re listening and that you care — about them.
Sometimes this can be more easily said than done. And I completely acknowledge that. That’s why it’s so important to have all members of your company on board so there aren’t any hold-ups when the crisis hits.
Your customers will always be chatting and sharing on social sites (sometimes about you). So where will you be?
What are your thoughts? How do you think Amazon.com, CNN and Domino’s fared their storms? Any other examples?
Entry Filed under: Social media
