Social media is rife with scandals. Now, when I say scandal, keep in mind there are different levels of trouble. A local business may not face a national uproar from one negative comment, but you never know.
How to Tackle Social Media Storms
If you find yourself in such a situation (and if you're reading this, you can click the hyperlinks above for more), let's dive into how to effectively handle a social media firestorm.
The Power of Acknowledgment
Many suggest not rushing to respond to criticism, but to dodge a social media crisis, the first step is acknowledging the situation as soon as it surfaces. Waiting only prolongs the time users have to criticize you—especially those savvy Twitter users.
Apologize and Rectify
Immediately after acknowledging the issue, issue a formal apology, outlining your plan of action. Analyze what users are saying and address their concerns in your apology. For instance, the Cynet scandal faced backlash when users couldn't grasp how this mistake passed through various company layers. The exact details remain unknown.
Set Things Right
The final step, after dealing with the responsible employee(s) internally, is to mend ties with marginalized groups who now view your business negatively. Whether through a charitable donation or mandating employees to volunteer, it's crucial to go beyond a simple apology on the social media battlefield.
Bouncing Back from Social Media Scandals
Now equipped with the knowledge of handling a social media scandal (hopefully, you won't face one), ensure your social media is managed by trustworthy individuals. If finding internal support is a challenge, explore our social media packages and reach out to discuss available options!