Managing a Social Media Crisis in 1-2-3

By now, you’ve probably (hopefully) learned that arguing with
strangers on the internet isn’t the best use of time. But what if
your job involves responding to strangers on a daily basis?

For
social media community managers
, an average day may include

planning upcoming campaigns
, scheduling posts on social
channels, and replying to people who mention the brand handle.
Unfortunately, not all of those mentions are positive, and negative
posts can quickly spiral into a crisis without proper
attention.

Nobody looks forward to a
social media crisis
, but with the right mindset, it can be
effectively managed. We recently held a
#SprinklrChat
on Twitter discussing ways to
manage a social media crisis
. Here are the top three tips
gleaned from the conversation:

1. Remember to Breathe

When a
social media crisis strikes
, it’s easy to get overwhelmed and
lose your cool. Taking a deep breath (or two or three) allows you
to step back and reassess the situation from a fresh, calm
perspective.

A7: Breathe! If you panic, there’s a
possibility you miss key listening insights or not reply when
needed. You don’t need to be totally zen and act like nothing is
wrong, but focus on what is important, ask for help if needed, and
don’t create more alarm.
#SprinklrChat
https://t.co/8wBpHfpiao

— Katelyn Brower 🌟
(@BrowerKDnB)
November 8, 2018

Q1: Take a deep breath, assess the
complaint, see what went wrong, approach managers to see what we
can do to rectify the situation. And be nice to the original poster
🙂#SprinklrChat
pic.twitter.com/Sjd7JOwLG8

— Rebecca Benison (@rbenison89)
November 8, 2018

Once you’ve reached a moment of relative zen, you can
formulate a helpful response. Even if it feels like you’re being
yelled at through the computer screen, respond with patience and
kindness to turn things around. A calm, supportive demeanor is
often all it takes to shift the tone of the conversation.

A2: I’m a big believer in “Kill them with
kindness.” I’ve gone through many situations where after you’ve
helped someone on social media, they’re quick to thank you, and
sometimes, even apologize for losing their cool.#SprinklrChat

— Syed Ali (@West_Syed)
November 8, 2018

A2: Remember we’re all humans, and we all
want to be heard and respected. I take a moment and remember to
keep focus, listen, and not let all the negativity weigh me down.

#SprinklrChat
pic.twitter.com/KibJyezuJx

— Chelsea Bennington (@chelsbennington)
November 8, 2018

2. Understand the Problem

You can’t solve a problem if you don’t know what the problem
is to begin with. Many of the social media practitioners in our
#SprinklrChat cited the importance of
listening to complaints
fully before engaging. Get the whole
story, and ask for more details if you need help understanding the
situation.

A1: Here’s my plan of action in a few words-
1) Listen 2) be empathetic 3) Give a solution 4) Change sentiment
😊#Sprinklrchat

— Canon Christine (@CanonChristine_)
November 8, 2018

Learning the full story –
1. Crisis Credibility: What is the situation and is it valid?
2. User Status: Who is the commenter? Social troller 🙃
vs customer/employee
3. Recuperation/Response time: What can we need to do to turn this
around today?#SprinklrChat

— Sadae D. Williams (@sadaeondigital)
November 8, 2018

Seeing the full picture will allow you to craft a response that
is not only helpful, but genuine. There will be times when you
simply don’t have good news to deliver, and that’s okay.
Present the facts clearly and honestly to avoid further
frustrations.

A2: Your brand doesn’t always have to be
happy-go-lucky and spewing out rainbows in messaging, you just need
to speak the truth and remain true to your brand values and voice.

#SprinklrChat
https://t.co/Z5KM0cCABS

— Katelyn Brower 🌟
(@BrowerKDnB)
November 8, 2018

Improve your listening skills to prevent a crisis

4 tips to better understanding your customers

Learn
More

3. Be Prompt

With 60% of
Twitter users
expecting brands to respond to their tweets
within an hour, it’s important for community managers to be
timely with replies.

A7: Be over-transparent and true to your
word- if you said you’d reply in 5 minutes then reply even if it’s
just to say that you’re waiting for an answer. Also respect that
what may seem like a little issue to you is a massive issue to the
person on the other end.
#sprinklrchat

— Suzi McCarthy (@suzimcc)
November 8, 2018

Even if you don’t have an answer ready, let followers know
that you’ve seen their posts and are working to find a solution.
To speed up
the process
, loop in other employees who may be able to help
solve the issues at hand. Your manager may know the best person to
follow up with, and can help figure out a reply in the meantime.
Don’t make things harder by keeping problems to yourself.

Truth! It’s so important to alert
executives/senior leaders early. If they need to be involved later
on, they’ll already be in the know for any further
approvals/actions.
#SprinklrChat

— Dasle Kim (@daslekim)
November 8, 2018

Minimizing the Damage from a Social Media Crisis

It’s impossible to predict when a crisis will occur, but with
the right strategy in place, social media community managers can
identify negative sentiment through social listening
to turn things around before they get worse.

As a community manager, remember that how you respond to
criticism sets the tone for the rest of the conversation. Never
respond in anger or haste. While it’s important to be timely,
it’s even more important to remain calm, open, and helpful.

Breathe, listen, and respond.

Need to improve response times?

Check out these 5 tools to speed up customer care

Learn
More

The post Managing
a Social Media Crisis in 1-2-3
appeared first on Sprinklr.

Source: FS – Social Media Blogs 1
Managing a Social Media Crisis in 1-2-3