Social media platforms have become the backbone of our marketing efforts as we are able to stay connected with the customers and also provide effective customer service through social media hearing.

When you are not able to meet the expectations of your customers and they start complaining about it, you are facing a social media crisis as this could harm your brand reputation.

Econsultancy contributor Sean Cole has shared four stages in which you you can effectively deal with the social media crisis.

Cole says, “Here are four steps to issue or crisis management on social media. Subscribers can download the B2B Social Media Best Practice Guide for more, or Econsultancy’s broader Social Media Best Practice Bundle.

1. Identification

Identifying crises (scenarios that would stop your business functioning) or issues (less serious challenges) is an important part of any social media strategy.

To do this most effectively, a social listening process needs to be established. Businesses should have at least one person that is responsible for the process of checking online media and social media on a daily basis.

There are a number of free tools – Tweetdeck for instance – that businesses can use for social media listening, but also plenty of more sophisticated options that may include extra features such as logo recognition or sentiment analysis”.

The four stages of social media issue and crisis management

Econsultancy

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