29 Jul Social Media Crisis Management
As experts in social media crisis management, we know better than anyone that the online world isn’t always a positive place. Whilst social media is great for bringing people together, it’s global reach can also become an issue, especially for businesses. Found yourself in a sticky situation? Worried about the effects of a negative review online? We can help!
Who We Are
To give you a brief overview of who we are, VerriBerri is an elite marketing and PR firm based in Maldon, Essex. As a growing agency, we always aim to stay ahead of the curve by keeping on top of marketing trends. Each department are highly trained in their specialist area so that you, the customer, can receive nothing but the very best! To add the cherry on top of the cake, we’re also multi-award-winning too!
What Does A Crisis Management Team Do and Why Is It Important?
Every business experiences a hiccup during their lifecycle. Whether it be a negative comment on social media, an employee mishandling a situation or even a product recall, it happens. There are lots of different ways we can help clients manage the fallout from these misfortunate events. Through a well-formulated public apology, for example. We can even aid your reputation back to health by generating positive press that outshines the negative. Getting a social media crisis management team in place is just like having insurance on your car.
Your reputation is vital, especially given how over-saturated current markets are. Give a bad first impression in this day and age and people will go elsewhere, no question about it. Although the internet has been a life-changing invention for many, it has certainly made things difficult for those of you running businesses. There’s a sea of competition out there so it’s crucial your brand’s identity remains solid.
Steps for Formulating the Perfect Public Apology
Once the damage has been done, it’s important you don’t shut yourself off and avoid speaking about where things went wrong. Often, an apology is required, even if the issue that occurred was out of your teams’ hands. Not sure where to start? Here’s our step-by-step guide on formulating the perfect public apology…
Step 1 – Timing
It’s important that you consider your timing and how this may affect the public perception of your brand. Put a statement out too early, and your words may seem insincere. Talk on the issue at hand too late and you open yourself up to other criticisms. People will question every move you make after a crisis has happened, so everything needs to be carefully planned.
Step 2 – Naming the Offence
Before delving too deep into the apology itself, you need to give reference to what went wrong. You need to make sure that it is clear you understand what you’re saying sorry for. Further, that you understand why the crisis has occurred in the first place. This adds deeper meaning to your apology and makes it far more genuine. It’s important you remember to avoid using the words ‘if’ and ‘but’ too.
Step 3 – Next Steps
Now you have accepted fault, the focus of your apology now needs to turn to next steps. Think about what you can do to make this situation better. Moreover, what can you do in the future to stop this from happening again? A simple ‘sorry’ isn’t going to get you very far. In fact, this can often make the situation worse. Instead, show your audience that you have really given some thought to it and that you want to avoid making the same mistakes again.
Step 4 – Start A Conversation
Now you have said what you need to say, it’s time you sit back and let the comments roll in. One of the worst things you could at this stage is close the conversation. Instead, listen to what people have to share. The way you handle things going forward is going to say far more about your brand than the incident itself.
Securing Your Reputation Through Marketing
Before it gets to the point of you needing social media crisis management, your business should be doing all it can to solidify its reputation. One of the easiest ways to do this is through a strong, robust marketing strategy. What’s more, this is also going to help put you on the map, better establishing you within your industry.
Social media, PR and SEO are all great techniques when it comes to building trust with your audience. The content you put out on social media should always remain consistent and professional. But don’t forget to add flare too! This is what adds personability to your brand. Meanwhile, if the likes of Google or big-name publications are willing to recommend you, this is only going to grow your credibility. What more could you want?!
Your website and branding are often the first interaction someone may have with your business. This makes them an incredibly important clog in your operation, so it’s important you dedicate time here. Your image says a lot about who you are and what you stand for. What’s more, it helps consumers determine whether or not they wish to support you. Similarly, how your site is laid out could be the difference between making a sale, or losing a customer altogether.
In addition to social media crisis management, VerriBerri can help you with all of your marketing needs. Whether it’s SEO, social media, PR, events or even graphic design, we’re here to help!
Let’s not beat around the bush. Should you find yourselves in need of social media crisis management, you’re going to want a team of professionals on the case. Mistakes can be make or break and saying the wrong thing could just add fuel to the flame. If you’re unsure on what to say, it may be time you consider hiring a professional agency.
Want to know more about us? To get in touch with a member of the VerriBerri team, call us today on 01376 386 850. You can also reach us by clicking here!