Social media has quickly evolved from a way to keep up with friends and family to a communication platform for businesses to communicate quickly and efficiently with customers. According to Smart Insights, there are 2.3 billion active social media users and I’m sure many of them would like to have a large following too. As there is a lot of competition, some people do not reach their goals when it comes to increasing their following. It takes a lot of time and commitment to achieve this. With this being said, by looking into something like Buzzoid’s Instagram packages, you’ll be able to gain the followers you have always wanted and get even more likes than you usually would. There are many ways that people try and reach customers and if this is what works for you, that’s all that should matter.

When dealing with incident management, it is important and sometimes even required to alert relevant parties as soon as a crisis occurs. These platforms can be an effective way to do so, however, it is imperative to follow best practices and create internal protocols to stay consistent and to make sure the right message is being sent at the most appropriate time.

Usefulness of Social Media in Crisis Communications:

There are many outlets of social media that can be used during a crisis in congruence with your incident management plan. Your business can communicate with customers or stakeholders during and after a crisis, letting them know specific details and what is going on, including what is currently being done to recover from the incident. Of course, to have a great outreach it is important to have created a large online following on apps like Instagram. Purchasing automatic Instagram likes might be of use to you. After communicating recovery efforts, conversations on these outlets will show how efforts were received both during and post crisis. More consumers are using these platforms as a news source, so it is important to stay on top of emerging trends and issues in order to get ahead of the curve.

Social media can be useful when alerting customers and stakeholders about a crisis that is currently happening, but it can also aide in identifying warning signs that a crisis is developing, especially one that can directly impact your brand’s reputation. Consistent monitoring of social streams will alert you and your business of conversations being had by consumers surrounding your products, services, or general brand. These conversations can identify consumer opinions along with issues that are effecting people and relevant to your industry. Utilizing social media as a way to engage your customers

Things to Watch Out For

When monitoring your social media feeds, it is important to search for the negative comments in order to respond in a timely manner. You can use these comments as a way to turn them around and defend yourself. During a crisis, it is sometimes best to reduce awareness and to not fuel the fire, which can often happen when combating negative comments. Drawing attention to your brand mid-crisis may not always be the best move. It is best to identify the message you are trying to portray internally before making any rash moves on social media.

Setting up internal protocols for how and when to use social media can help establish a consistent and well thought out plan for communicating during a crisis. You will want to make sure that the content being posted is relevant to your brand and location- meaning you decide beforehand what situations warrant a comment and which ones require your company to stay silent. Following these protocols will ensure you are appropriately responding to crises that are relevant to your customers and stakeholders.

Social media has allowed consumers to talk about their opinions and reviews on services and products to a wide audience. These opinions have the ability to spread quickly and reach many people across the world. Unfortunately, we all know that bad news travels faster than good news. Customers are more willing to post on Yelp or Facebook about a bad experience than they are about a great experience. Continuously monitoring all social media outlets, focusing on your brand, products, and services can help you stay on top of these reviews, remediating any issues when possible.

Social Media Best Practices

When using these platforms to respond to a crisis, it is critical to follow best practices to ensure you are communicating the most relevant and timely information to your consumers. To be able to utilize your platform effectively you should be looking to increase the number of followers you have and the number of likes you receive. This is where KENJI.AI can be extremely useful. Some best practices for responding to a crisis through social media are:

  • Respond in a timely manner: This will insure the information you are sending out is both accurate and relevant for those reading.
  • Suggest and give a way for customers to contact you directly: Provide an email address for customers or keep your accounts public so they can directly message you through the specific site.
  • Use multiple channels to reach the maximum number of people: Although many people use a multitude of social media sites, not everyone uses every one available. Make sure to post on every outlet possible to reach the maximum number of people.
  • Have a plan B: If your computers or phone lines are down, you may not be able to access these social media sites. Have another plan in place, such as an emergency notification system, to ensure smooth communication is possible when needed.
  • Don’t promote or sell your product: A crisis is not an opportunity for your company to sell to those affected, no matter how relevant it may be. This is the time to show your company’s human side and to show empathy.

Social media can be a very effective tool to use while communicating during a crisis. It is best to evaluate the specific crisis and situation before deciding what to say, if there is anything to say at all. Continuously monitoring your social media platforms will help your company track customer opinions and responses to recovery efforts. Educate employees on internal protocols to make sure there is consistency throughout the entire process.

Why You Can’t Rely on Social Media to Communicate Internally

Social media should not be used as your main method of communication during a crisis when it comes to alerting employees. In any crisis or business disruption, timing is the most important aspect. Your internal communications should happen immediately. It also may be important to alert certain groups of employees or certain business locations, depending on the situation. Social media can be used after recovery efforts have begun, however, an emergency notification system that can immediately and effectively alert those who will be directly impacted by the business disruption or crisis is imperative.

As soon as your company experiences a business disruption or crisis, a message needs to be immediately sent to those who could be impacted, such as employees, to ensure their safety. Not everyone is on social media and those who are, may not be on at certain times. The only way to immediately relay this message is to have an emergency notification system that can be relied on to send messages in a timely and effective manner, to every person necessary.

To learn more about communicating during a crisis, watch our recent webinar featuring Eric Dezenhall. Eric is a damage control expert and the author of three books focusing on crisis communications, as well as the CEO of Dezenhall Resources, a nationally recognized high-stakes communications firm.

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Implementation Specialist