- Posted by Dave Chartock
- On August 12, 2015
- 1 Comments
- crisis, crisis management, management, media, social, Social Media
Social Media Crisis Management:Two Tools You Need to Retain
Today, the media is more powerful than it has ever been. But, so are the masses.
Today the masses have the ability to send a message in a single click. Thoughtfully composed, that message can have a positive impact more than ever because you’ll pass it on, and those you send it to will pass it on, and those you receive it may pass it on, and so on and so forth.
On the other hand, if that one click results in a negative message, how many will eventually receive it? What will the impact be? Can it affect an election? Your company’s product? Reputation? Imagine you owned a restaurant. What would the impact of a bad review be?
Do you know how to handle the consequences? Change people’s minds?
The best way to counter negative messaging is to engage a firm that can actively engage negative messaging from two fronts: social media management and crisis management from a public relations perspective.
Social media management, such as the type pioneered, continually implemented and monitoring by The Attitude Group is one part of a dual-edged approach to change negatives into a positive. The Attitude Group monitors your social media accounts so that any negative messaging can be responded to quickly, limiting any potential damage. They will respond with positive messaging, halting negative comments in their track. It is all part of a plan to resolve the situation. That plan will include a straightforward statement addressing the problem or letting people know how it will be rectified. Denial is not the answer. The truth is essential.
The other side of the dual-edged sword is crisis management from a public relations perspective. The objective would be to turn a negative into a positive, but limit and control the information that is released. It also includes a straightforward approach to the media. If their questions cannot be answered, then an honest answer would be to say: “Let me have your card. I or someone else will get back to you as soon as we have an answer for you.” And of course, that media person should and must be contacted when an answer it found. If an immediate answer cannot be found, The Attitude Group will continue to stay in touch and update the media contact, so he or she are kept in the loop. In this manner, the media contact will realize you are trying your best to get the information they requested and will not feel they are ignored. It will also go a long way to rebuilding an image or reputation and provide a responsive media contact with which to do so.
Facts and crisis management training from The Attitude Group will focus on honesty, a “don’t pass the blame” approach, and a “don’t attempt to cover anything up approach. In other words, telling it straight may curtail on-going attempts by the media to look for something negative.
Whether you use them or not on a regular basis, social media management and crisis management through public relations’ efforts are tools offered through The Attitude Group no one should be without. It’s like money on a rainy day; it’s nice to know that it’s there if you need it.
Find out more about how social media can help your company by clicking here.