Opinion
Social media can either make or mar businesses, individuals and
even celebrities. This is why these individuals and institutions have
guidelines to strictly follow when sharing engaging contents on Facebook,
Twitter, Instagram among other social media platforms. But since it’s humans
manage the accounts, they are prone to mistakes. Making social media mistakes
can be forgiven but the way it is handled is what is key here. So, what do you
do if your organization shares a wrong or divisive social media content? Jumia
travel gathers 5 things you can do to overcome a social media crisis.
Don’t hide mistakes
One way to exacerbate a social media mistake is by hiding it and
act as if there was no mistake at all. In other words, your social media
manager ignores it. Damage control should be the ultimate after such an error.
You can do this by apologizing or admitting your mistake. Importantly, ensure
you correct the mistakes in another post or tweet.
Review automated post
Most brand line up social media contents for it to be posted in
the future. Sometimes, the content of these posts may not be relevant to the
current situation. And it is already live. To prevent this tragedy from
happening again, it is advisable to always or intermittently review automated
posts.
Rebuild your image
Social media can damage your image and at the same time rebuild
your image. So, don’t neglect your image after a social media disaster. You can
float a campaign whereby your followers will win gifts or amazing discounts.
This may take time but it actually works.
Establish a social media policy
If you don’t a social media policy and if you just suffered a
social media disaster, you should introduce it in your organization. The policy
will ensure that your organization is flawlessly represented online. In
addition, the policy will spell the rules and regulations for posting content.
Avoid thoughtless reaction
A thoughtless reaction will ultimately worsen your social media
mistake. It is better to just keep quiet if you have knee-jerk response. But if
you are serious about resolving the crisis, ensure that you have a response
that is crisp, impeccable and straight to the point!
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