HOW TO: Manage A Social Media Disaster

We know how much you liked our 5 social media disasters and as much as our evil half likes to watch businesses suffer severe consequences of their mistakes (kidding), we will also like to know how to salvage situations like these.

Most of the ideas I am going to share with you can be applied anywhere, not only in the social media world.

There are basically 4 points to take note when managing a social media disaster.

Read on!

1. Always listen, especially when you screw up on social media

Listening is a 100% must in managing any crisis and if it’s on social media; you absolutely have no excuse to miss the buzz. With social search and possible Facebook protest groups, you will definitely know what people really hate about you.

Listen to what consumers are talking about you and spot supporters. List down the things people are dissatisfied with so that you can address them appropriately.

As for the supporters, gather them together subtly to let them speak out for you in a stronger voice. Moderate them lest they end up angering more dissatisfied consumers.

Look at what wholefoods did during its whole social media backlash. By having a forum up for health care discussion, unhappy consumers are able to voice their opinions, enabling Wholefoods to monitor the buzz right under its nose. Plus, supporters are able to come together to defend Wholefoods better, cushioning the impact of the backlash.

2. Admit to your mistakes the social media way?

Always admit to your mistakes even if it hurts your ego and brand image. If consumers want to hear excuses, they can get it from someone else. Be sincere and apologize at the right time and place.

Since the disaster probably got blown out of proportions on social media, why not address the issues on the very same platform? If your consumers were making noise on Facebook, they probably couldn’t care less about what you say on the newspapers.