You can never anticipate a crisis, but this doesn’t mean that you shouldn’t prepare for one. So, a sound crisis management strategy should always be in place as things escalate online at an unprecedented speed.
Clearly, this is a huge area to cover, so we won’t go in too much depth. But, generally speaking, there are a few things you have to prepare to be ready for an ORM crisis:
- Make use of brand monitoring tools as they will quickly alert you if there are any unexpected conversation peaks about your brand.
- Keep an eye on industry trends, as some legislation changes or the arrival of new cutting-edge technology can put your business under a lot of stress.
- Know where your audience is and how to most efficiently communicate with them. If a large part of your audience is more active on Twitter, choose this channel as your primary communication space; this way, you will reach a wider audience in less time.
- React quickly to every negative comment or review and draft a copy of your response as quickly as possible. But make sure no one copies & pastes it in mass — at the time of a crisis, your response should look tailored to each comment and personal.
- Set up a chain of command beforehand, as everyone should know what their roles are in advance, especially when your colleagues are facing a crisis and may lose their cool.
I hope you find this information helpful…see you on the next topic