In our last post, 10 Steps to a Successful Social Media Strategy, we talked about some of the benefits of establishing a social media presence: strong word of mouth marketing, nurture customers relationships, boost web traffic and sales, build brand loyalty.
In this post, I wanted to address a subject that many small business owners don’t think about until they are faced with the crisis: what to do when a potential reputation-damaging story about your business is being spread on social media platforms.
This useful infographic by 360PR gives you 8 effective steps to take control of a social media crisis:
1. Have a plan
2. Pay attention – listen to the conversation
3. Know what a crisis is
4. Acknowledge it as quickly as you can
5. Let people vent
6. Always keep your cool
7. Build an area to house information
8. Turn a negative into a positive