6 tips to properly handle a crisis in social networks

The world is experiencing a digital age that positively or negatively influences the business environment. At present it is almost impossible to conceive a business that does not have a place on the internet, since be it to connect with your potential customers or to better develop your marketing strategies commercialization. The negative aspect of this reality is that this connection between company and customer is fragile and can affect business operations. So that this does not happen to you, apply the best strategies to optimize your social networks.

One of the ways in which the interactions that brands have with their consumers are affected is through the well-known reputation crises that occur on social networks. In a medium as intangible as the internet, it is not uncommon to assume that reputation is everything for the development of companies. That is why it is important to know how to solve those crises that are caused by the constant negative comments left by your followers.

In order to help you with that, in this article we will present a series of tips that will help you efficiently handle a crisis in social networks. With each of these tips, you will know what to do before, during and after an event like this, in order to successfully get your brand out of such a mishap. Don't worry anymore about negative feedback from your followers by applying these tips.

Monitor your accounts

To prevent any crisis within your social networks, it is important that you have a team that constantly manages them. This in order that there is always someone who monitors not only what they say about your brand in your profile within any platform, but also what they speak outside of them.

This can be achieved thanks to the use of digital tools that have among their operations an engine of search that will help you detect any action that involves the name, slogan or other factors of your business. Many of these tools are free, such as Google Alerts, which will allow you to receive alerts when your name is mentioned on any network or website.

Establish more efficient communication channels

In order to help you know what to do before facing a crisis in social networks, we recommend that you establish more effective and transparent communication channels. On Instagram, Facebook or Twitter you can encourage your followers to make any complaint or doubt to through private messages, so that you can resolve those issues in a more direct and effective.

Locate the source of the problem

Now we come to the actions you must take during a reputation crisis in RRSS, and the first thing to do is locate the source of the problem. This work can be easy for your Social Media team if they use the monitoring tools; This way they will know who is trying to damage the image of your brand, where and how effective their smear campaign is among the other people with whom they interact.

In this council it is also essential to know the profile of the person –or institution- causing the crisis in your social networks; These can be influencers, trolls, regular customers, brand detractors, brand lovers. It is important to know it to know what strategies to apply in each of the cases, since the comments negatives from a brand lover or influencer can be more beneficial to improve your brand than those from a troll.

Respond on time

Constant monitoring serves not only to avoid a reputation crisis, but also to manage it effectively. In the digital world, it has been shown that the response time given by brands to their followers must be less than 40 minutes, so that a positive effect can emerge. Otherwise people will think that your comments are not important to the brand and that can aggravate the situation.

Be responsible

One of the most effective tactics to solve any crisis in social networks is to show transparency in situations in order not to lose credibility. This is accomplished in only one way, and that is by accepting responsibility for any mistake and trying to correct it immediately.

Evaluate the results

The last advice that we present to you to apply after solving the reputation crisis in your social networks is that you evaluate the results. Be objective and determine if your efforts were sufficient or if there is something you can improve in the event of a crisis in the future.

It never hurts to apply marketing strategies to attract more customers to your accounts on social networks, especially on Facebook, that help your business grow. Discover in Gananci which ones you must apply to achieve success.