What would you do if you are a business who took a dive into the warm, inviting pool of social media for marketing reasons......and then found yourself in a crocodile-infested swamp during a feeding frenzy?
There are a couple of major brands who are in the news right now as the object of some serious brand-bashing in social channels.
It's a vicious reminder that while Twitter and Facebook are great tools for connecting with your customers, things can go horribly wrong for a brand in a hurry in those channels too.
Without getting into a discussion of whether these brands deserve to bear the brunt of public anger and mistrust or not, here are three simple rules to help any brand manage a crisis using social media.
3 Rules of Social Media Crisis Management
- A brand cannot win an argument online. Ever. Don't bother trying--it comes across as defensive and makes things worse. Give facts and resources, not messaging.
- Admit your mistakes, say you're sorry and show us what you are doing to fix the problem.
- Repeat #1 and #2 as often as necessary.
