Every quarter ICUC hosts a month long series dedicated to one topic in the social media space. This month we have something special! It’s a New Year, and a time for resolutions and hope: so get your social strategy in shape with our first ever “Boot Camp.” Just like a personal trainer, we’ll provide daily content to motivate, inspire, and educate both brands and social media professionals on everything SoMe. Best practices, tips, platform knowledge, tools you can use, advice and insight based on our expertise and experience – we’ll be sharing it all with you, everyday here at Snoo.ws. We hope you’ll stay tuned throughout the month, and take away a few new ideas, tips and examples of success.
Lately we have seen many stories in the news about blunders made on social media sites. They quickly balloon into full-scale crises as they are shared and tweeted thousands of times per hour. Elisha Tan compared the Internet to a “giant public library where users have the ease of discovering and spreading information around.”
Last year the Altimeter Group published a survey titled Guarding The Social Gates: The Imperative for Social Media Risk Management. In this survey they listed four categories of concern: damage to brand reputation, releasing confidential information, legal, regulatory and compliance violations, and identity theft. Some of the causes listed for social media crises were exposure of poor experience, inappropriate content, community censorship, failure to respond quickly, and inappropriate online response.
All experts agree that the biggest fear and most damaging result of a social media crisis is negative impact on brand reputation. A negative tweet or comment made about your brand on a social media site can go viral quicker than you can imagine and it’s vital to be prepared before and proactive if it happens.
Prepare by taking important steps before a crisis occurs:
- have a social media policy and a risk management team in place
- monitor your social media sites daily
- stay on top of social media chatter about your brand and on your sites
Proactively take part in your social media sites:
- engage, “get into the conversation” with your fans
- regularly communicate about your brand with your customers and fan base
- respond quickly to any questions or concerns
ICUC has teams of social media managers and moderators who can be your eyes and ears for your brand. Our goal is to:
- protect your brand’s reputation
- stop a crisis before it gets started or gets out of control
- let your customers know you are a brand they can relate to and trust.
Sources: slideshare.net, altimetergroup.com