8 Steps to Manage a Social Media Crisis

Here are the 8 steps to successfully managing a social media crisis.

1. Acknowledge: Your first response should always be “yes, we realize something has happened”.

2. Fight Social Media Fire With Social Media Water: respond first in the venue where the crisis first broke.

3. Be Sorry

4. Create a Crisis FAQ: Create a Web page or microsite and put all the information about the crisis in one place.

5. Build a Pressure Relief Valve: You want people to vent on a venue you control.

6. Know When to Take it Offline

7. Arm Your Army: Keep ALL employees informed about the crisis.

8. Learn Your Lessons

Read more details on each of these steps at convinceandconvert.

This entry was posted on Monday, June 4th, 2012 at 8:34 am and is filed under Social@Scale: Community Manager, Social@Scale: Social Media Manager. You can follow any comments to this entry through the RSS 2.0 feed. You can leave a comment, or trackback from your own site.

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