There are times when as a community manager we have to deal with crisis management on social networks. If your brand is more powerful, it is more likely that you will have a crisis on social networks . To do this, you need to have a defined Social Network Crisis Plan , so as not to leave online reputation management to free will. And it is one of the essential elements in any Social Media Plan . The online reputation of a brand is very serious. Taking care of what is said, where it is said, and who says it, is essential to safeguard that reputation, and it is necessary to have a crisis management protocol for that safeguard . To prepare that Crisis Plan on social networks you need to know the steps to follow . That's what today's post is about.
What we have to take into account when developing this crisis management protocol on social networks. Steps in a Social Media Crisis Plan Step 0 – Always monitor your brand on social networks Thus, many things can be avoided, or at least alleviated, if we solve them in time. And Gambling Email List for this it is necessary that in your Crisis Plan on social networks you always monitor your online reputation on social networks. What can we monitor? -Mentions to the brand. -Mentions from brand managers with a public profile. -Mentions of brand products. -Mentions to brand services. -Mentions to affiliated companies of the brand. -Brand keywords: own, responsible, sector, products and services. Many times they originate from a forum, blog or similar, which they then share on social networks. -Monitor all the networks in which there is a presence, and those in which there is not, too.
Step 1- Origin of the crisis In this second step of our Social Media Crisis Plan, monitoring our online reputation on a day-to-day basis, we detected a problem. Then what do we do? We have to take into account several factors in a crisis in its origin phase: -Where this crisis occurs. -See if you have gone from websites to social networks, or are on only one or several social networks. -What is said about us as a brand. -What profiles say it, the source of the crisis. Step 2- Who will participate in crisis management Well, we already have a crisis, and now it's time to get to work to solve it. We have to define: -What department or area of the company will manage the crisis. It can be a single person. -What is the chain of command when making decisions. – Degree of the crisis: mild (punctual comment, unresolved question, problem in service...), moderate (it damages our integrity as a brand, and takes longer to solve), serious (it endangers the future of the company of which the marketing team is responsible).