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Any company with an online presence is open to a social media crisis. Former employees, hackers, and ill-informed social media manager can ruin your reputation with a single badly-timed or malicious update. This crisis can be an honest mistake or an attempt to bring negative attention toward the company a�� but regardless, you must be careful about how you handle it.
1. Address the issue immediately. It takes seconds for social media information to go viral, so you simply cannot waste any time acknowledging the issue. Immediately post a message for your fans and followers to let them know you are investigating the problem, and will update them immediately a�� and follow through. It may be as simple as deleting the message and apologizing but large issues may require a more detailed response.
2. Apologize! You are expected to own up to your mistakes, not apologize or point fingers a�� it simply does not matter why the account was compromised, as only YOU will be held accountable. Apologize, accept blame, and let customers know that it is taken care of.
3. Just the facts a�� only let the public know as much information as they truly need. It is not the time to give your opinion, just give them the facts and make it right.
4. Deleting a message doesna��t make it disappear. Consumers have likely
already a�?screenshotteda�? the image and it could be lingering anywhere. The only thing that is worse than posting an offensive message is lying about it!
5. Dona��t hide a�� it can be tempting to apologize and forget about the incident, but remember that the public will not forget.
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