There are times when, as a community manager , we have to deal with crisis management on social networks. If your brand is more powerful, it is more likely that you can have a crisis in social networks . To do this, you need to have a defined Social Network Crisis Plan , so as not to leave online reputation management to free will. In conclusion, It is one of the essential elements in any Social Media Plan . The online reputation of a brand is something very serious. Taking care of what is said, where it is said, and who says it, is essential to safeguard that reputation, and it is necessary for that safeguard to have a crisis management protocol .
Develop this Crisis Plan on social networks you need to know the steps to follow. In conclusion, That’s what today’s post is about. That we have to take into account when developing this crisis management protocol in social networks. Steps in a Social Media Crisis Plan Step 0 – Always monitor your brand on social networks Thus, many things can be avoided, or at least mitigated, if we solve them in time. And for this it is necessary that in your Crisis Plan on social networks you always monitor your online reputation on social networks. What can we monitor? -Brand mentions. -Mentions of brand managers with a public profile. – Mentions of brand products. -Mentions to brand services.
Mentions To Affiliated Companies Of The Brand
Keywords of the brand: own, responsible, of the sector, by products and services. In conclusion, Many times they originate in a forum, blog or similar, which they then share on social networks. -Monitor all the networks in which there is a physician email list presence, and in which it is not, too. Step 1- Origin of the crisis In this second step of our Crisis Plan in social networks, monitoring the day to day of our online reputation, we detected a problem. Then what do we do? We have to take into account several factors in a crisis in its origin phase: Where does this crisis take place?
See if you have gone from websites to social networks, or if you are on one or more social networks only. -What is said about us as a brand. -Which profiles say it, the source of the crisis. Step 2- Who will participate in crisis management Well, we already have a crisis, and now it’s time to get to work to solve it. We have to define: -Which department or area of the company will manage the crisis. It can be a single person. -What is the chain of command when making decisions.
They Are Given A Satisfactory Solution Such
Degree of the crisis: mild (specific comment, unanswered question, service problem…). In conclusion, Moderate (damages our integrity as a brand, and takes longer to solve). Serious (jeopardizes the future of the company that the marketing team is responsible). Step 3- How we respond to the crisis Thus, depending on the severity of the crisis in social networks, we have to BS Leads act differently. And we have to put it in our Crisis Plan on social networks. Mild Crisis: The mild crisis of online reputation in social networks is one that. Usually related to prices. *Reviews from unsatisfied customers. *Criticisms of company workers. *Defective products. *Poor customer service…
Solutions to Minor Crises: -The person is right: as returning the product. Expanding the use of the contracted service, reducing the price, etc. The person is not right: it is generally argued with a lot of information, real. In conclusion, So that the person sees that he is wrong in his initial approach. -Moderate Crisis: In this case. A deeper crisis requires more relevant actions to take care of the brand’s. Online reputation in a crisis on social networks. Poor customer service. What is paid does not correspond to the service provided by the brand… Solutions to Moderate Crises: -Product or service not used. The person realizes that what was purchased does not correspond to what was advertised.