It’s been a long year, and I know you are tired. Worn out. Ready for a break.
But how READY are you? Because when it comes to social media, you need to be business READY, and by that I mean:
|Responsive||Don’t bury your head in the sand. An issue can turn into a crisis very quickly. Make sure you have protocols and people that allow you to respond to issues as they arise. Even over the holidays.|
|Engaged||It’s hard to hose down a crisis if you’ve never engaged with your audiences via social media. There’s an old saying, “dig your hole before you need the water” – and the same applies to social media. Be sure to engage with people before you need to. And if a crisis eventuates, be sure to remain engaged with the topic, the participants and your stakeholders.|
|Active||In a crisis, remain active. Initiate communications. Actively monitor inbound and outbound channels. Check the facts and correct inconsistencies. Become the authority.|
|Direct||When things are going pear-shaped, it’s tempting to “gild the lily” – to put some positive spin on events. Resist that urge. Be direct in your communications and engage with the issues that you need to, but don’t feed the trolls.|
|Y-front prepared||There can be no doubt that a social media crisis is embarrassing for your brand. Are you ready to be caught out in the spotlight? What do you do when your dirty laundry is aired? Be prepared to talk dirty laundry.|
And if you need a more detailed guide to managing a social media crisis, take a look through Simon Kemp’s excellent guide. It may be the best present you’ll get all year.