Social media has undoubtedly opened up more creative ways for brands to have meaningful conversations with their stakeholders and reach new audiences, but it’s also given these groups a very public platform on which people can shine the spotlight on moments when brands or their employees make mistakes.
Social media has blurred the boundaries of external communications, and formality for that matter. In practice all employees can be caught out, be that an ill-considered tweet in response to a customer complaint or an unfortunate ten year old Facebook post. They are all spokespeople.
No brand can ever please their stakeholders all the time, but when something does go wrong, knowing how to act can be crucial to preventing a social media mishap from becoming a PR disaster. We’ve created a short guide of some of the basic strategies you can use to avoid a crisis.
There are three key stages a brand needs to understand to prevent a social media mistake from spiralling into a crisis.
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