social media management

7 Quick Tips for Managing Social Media In a Crisis

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In 60 seconds online, there are 448,800 Tweets posted, 3.3 Million Facebook Posts and 3.8 Million Google searches conducted. Today, information is transmitted unbelievably fast and can become a problem for brands dealing with a crisis. Here are seven tips that will ensure you’re prepared when crisis strikes.

1) Have a Social Media Policy

You may be confident that all your employees exercise discretion when it comes to conducting themselves online, but not outlining a social media policy and having clear guidelines is a mistake. Remember that your employees are brand ambassadors and inappropriate or discriminatory posts on their social media pages still reflect poorly on you.

2) Monitor Social Media

It’s important to be on top of your brand's current online sentiment. The longer you go without addressing negative posts, the worse the situation gets. 

3) Get All the Facts, Quickly

Information spreads on social media platforms at a rapid speed, and your stakeholders are waiting for your statement. Furthermore, the longer you go without comment, the longer incorrect or unfair information has to make its way around the Internet.  Of course, it’s important that information is correct and verifying details takes time, just recognize the urgency of the situation.

4) Own it, and Apologize

Never underestimate the power of an apology. Time and again, we’ve seen that companies that apologize swiftly and sincerely improve public perception faster.


5) Address Negative Comments

It’s important for the reputation of your brand to address negative comments posted on your social media pages while maintaining a respectful tone. 

6) Pause Scheduled Posts

Nothing will turn off your customers more in a crisis than having a post that’s out of context. Be sure to turn off all scheduled posts until the crisis has settled down. Even after it's over, be sure to review previously scheduled posts to ensure they’re still appropriate.

7) Update Website

Consider putting a FAQ page on your website that has detailed information about the incident. That way, when you tweet out updates regarding the situation, you can include a link that has critical information for stakeholders. 

We’re experts at managing social media and crisis communications at Alchemy Communications, contact us today for a free consultation to discuss how we can help your organization.

 

 


    

A Tale of Two Ads: What can we learn from Pepsi and Heineken?

In the age of social media, it can sometimes feel like for every opinion you hold, there’s someone else who feels just as strongly in the opposite direction, and that casual dialogue is impossible. Two recent advertisements from Pepsi and Heineken tried to capitalize on this sentiment, with vastly different results. Today, we’re exploring why one of these ads was a massive success, and the other resulted in numerous public apologies.

IFTTT: Automate Your Social Media Management

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Work Smarter, Not Harder

In our highly automated world, do you find yourself spending too much time day in, day out repeating over and over simple social media management chores for tools and apps that just don't talk to each other?

  • post an image on Pinterest, then have to post the same image on Twitter because Pinterest only shares links, not images
  • share an update on Facebook, then share the same update on G+
  • update your company's LinkedIn page, then share that update on your LI personal page

There is a better way, and it's unbelievably simple:

IFTTT is a tool that can improve your productivity by automating some of your social media tasks.

Called recipes, IFTTT are mini-programs that can automate simple cause and effect tasks - no coding required:

if this event occurs on this channel, it will trigger that action to occur on that channel= recipe

(note: IFTTT is not just for social media tasks, recipes can also trigger personal or social actions, such as send a text to your nephew on his birthday.)

To understand the power and simplicity of IFTTT, consider the first mundane social media task listed above:

every time you pin an image on Pinterest, you must post the same image on Twitter

There is an IFTTT recipe that automatically shares your pins to Twitter:

IFTTT pins to Twitter
IFTTT pins to Twitter

To activate a recipe:

  1. choose the recipe
  2. enter the trigger channel
  3. enter the action channel

Now, when I pin an image on Twitter, every 15 minutes IFTTT scans for new pins, and automatically shares them on my Twitter feed. My work is reduced by 50%!

Some IFTTT facts:

  • there are over 110 IFTTT channels, and every week it seems another channel is added. Only authorize the channels you choose to use.
  • you can write your own recipes, such as when the temperature hits 55 you get text that says wear your scarf, and choose to share them, or not
  • thousands of recipes are available and shared on IFTTT, and many thousands more are available on websites and blogs
  • there is a daily email listing the newest and coolest shared recipes
  • IFTTT recipes are available in many languages
  • the IFTTT blog keeps you informed on all the updates

And yes, there's an app to create IFTTT recipes: IFTTT on iTunes or IFTTT for Android.

Do you have a favorite IFTTT recipe? We'd love to hear it.

For More Information on IFTTT Recipes:
Mashable: What Can IFTTT Do For You?
PC Magazine: The 101 Best IFTTT Recipes
Business 2 Community: Top 5 IFTTT Recipes for Social Media