How to Respond to a Social Media Crisis

social media how toDoes your brand have a crisis response plan in place?

Do you know what tactics to use to defend your reputation online?

In this article, you’ll discover three examples of reputation crisis response and seven steps for defending your own reputation online.

Why Reputation Matters

global survey by Deloitte ranks reputation as executives’ top strategic risk. The study found most reputation management programs don’t support their business strategy well.

It’s important to understand the way online conversations roll out.

Here are some key factors to consider:

  • Anyone’s voice in social media can be heard.
  • Companies can have more difficulties than individuals in avoiding bad news.
  • Due to online social and web search, kindred spirits can easily become aware of others who share their criticisms.
  • Bad news travels faster and further than good news.

Keep these factors in mind as we explore three case studies of companies with major reputation management problems and how they handled them.

How Buffer Responded to Crisis

Buffer, the online social media scheduling site, was recently severely hacked.

Buffer became aware of the problem very rapidly and took immediate action to handle the problem. You can see a full account of their actions during the 24 hours immediately following the hack on their blog.

They were quick to inform their customers of the problem and explain what they were doing to fix it before most of their customers were even aware there’d been an attack. Here is just one of the messages they sent via Facebook.

buffer-facebook-crisis-notice

Buffer tells their community on Facebook about their crisis.

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How to Convince Your Skeptical Boss That Facebook Marketing Works

social media how toIs your business on Facebook?

Do you need to convince your boss—or a client—that Facebook is a worthy marketing investment?

In this article I’ll show you 7 things you can do to convince decision-makers of the value Facebook.

#1: Assess Your Goals

Before you can convince anyone that they need to be on Facebook, you’ll need to understand what they want to accomplish.

Remember that not every business needs to be on Facebook.

If you are in a B2B that sells concrete to two or three huge companies, LinkedIn might be a better fit.

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Not all businesses need to be on Facebook. Assess your business goals first. Image source: iStockPhoto.

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26 Tips for Adding Customer Service to Your Social Media Strategy

social media how toDo you need a plan to add customer service to your social strategies?

As Jeremiah Owyang states, “as internal and external demands mount, companies become mostly reactive, relegating themselves to a ‘Social Media Help Desk’.”

With strategy, planning and communication you can ensure that your company won’t be caught off guard. If the day hasn’t come yet when your social media team is thrust into fielding customer-service problems, it’s fair to say that it’s just a matter of time before they will be.

In this post, the seventh installment in the A-Z guides published here on Social Media Examiner, I’ll discuss the importance of developing an integrated social media and customer relationship management program for your company.

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