Close up of businessman holding hands up to face
A crisis by its very nature is unpredictable. Imagine that the datacenter in which your website is hosted gets inundated with water due to a hurricane. Or worse, your product develops a strange and unknown defect and customers are queuing up for a refund. Using Social Media during crisis such as these is a must if you want to get out of it in one piece.
Create a social media disaster plan
The first lot to start complaining about your product or service is your customer. It’s no exaggeration to claim that you will be swamped with social media messages even before you fully realize what the problem is. Creating a suitable media disaster plan is the first step towards controlling the blaze of grumpy clients.
Ideally you must identify the most probable social media sites where the damage is likely to be fiercest. Facebook is the likely contender for the top post here. Fortunately this very social platform will come to your rescue. By monitoring Facebook you can quickly respond to queries. In fact, Facebook should be your first port of call to explain the problems and issues faced by you. You must graphically and extensively clarify your exact position. Giving a time bound commitment can put out any blaze created by a disaster.
Twitter is an excellent social media platform during a crisis. Keeping your own staff updated on the developments can hasten the process of return to normalcy. Regular tweets can alleviate the pain faced by your customers.
Identifying staff to monitor and manage various social media sites during disaster is a good practice. These personnel can get on with their task of disaster management immediately after a crisis. This will save crucial time and even lead to early resolution of the problem.
Your own blog to the rescue
Your social media disaster management must include your very own blog. Where else do you think people will flock to during moments of crisis? Explaining the reason for the outage will reduce anxiety levels of affected people. Regular updates would keep your ecosystem abreast of developments.
Crisis is never over till it’s over
The end of any social media disaster management plan is when you stop getting updates on your Facebook and Twitter accounts. Till then the crisis is not over. You may believe that the problem or outage has been fixed and the worst is over. But it’s not so. As long as there are people posting negative comments on your social media profiles, you are still deep into trouble. It’s not resolution of a problem which marks the end of social media disaster. The comments on your social network must stop for you to call it an end to your problems. Here you must ensure proper closure.
Social media disaster management should consist of a concrete plan to address the queries of customers and must be followed by constant updates. You must use all available platforms including your blog to resolve any crisis which you are likely to face.