InforMedia Services (IMS)

Technology Instruction for St. Cloud State University

Social Media. Crisis Management: What to Do When Your Business Makes a Public Mistake

Posted by Plamen Miltenoff on May 17, 2014

Crisis Management: What to Do When Your Business Makes a Public Mistake

http://www.socialmediaexaminer.com/crisis-management-with-gini-dietrich/

respond within 24 hours when a crisis happens. Don’t ever let it go all day.

When it happens outside of work hours, make sure you respond within the next work day. Let people know that you are aware of the situation and you’ll get back to them once you have investigated the matter.

On weekends, you need to have someone monitoring your social media channels, and they need to be aware of whom to contact when a crisis arises.

If it’s a case of one blogger who has written something bad, but other people aren’t aware of it, then you need to approach the blogger privately. You’ll hear what you need to look out for in this situation and how to handle it.

When you do have a crisis on your hands, you should always remain honest throughout the communication and make the effort to keep people up to date with what’s happening. People are pretty understanding when you continue to keep them in the loop.

NOWHERE IS STATED THAT ONE HAS TO ABSTAIN OR KEEP THE CONSTITUENCY (e.g., students) AWAY FROM PARTICIPATING.

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