Post by ryglo739 on Mar 14, 2024 8:03:24 GMT
However, there are also people who, using imprecise and sometimes colorful language, ask questions that are consistent with their own needs and the brand 's promises . As Bruno Mastroianni suggests in the book The Happy Dispute, it is necessary to scan the negative comments to isolate the real object of the dispute, leave aside stances and insults and focus straight on that. Have a Social Media Policy As we have seen for the management of the social profiles of Public Administrations , the Social Media Policy is a strategic tool that helps Social Media Managers manage the crisis . Clear agreements, long friendship: put in black and white that behaviors that do not conform to responsible conduct will be subject to the removal of comments and the user's ban . A useful tool for cleaning up those who frequent the company profile only .
Call for (internal) reinforcements The larger the company or DX Leads organization that suffers the attack, the more necessary a branched and reactive defensive network is to provide the greatest number of useful information to respond , especially in cases where the crisis is caused by an accident or from our negligence. Leaving the Social Media Manager at the mercy of protests or legitimate requests for further information without adequate information support is condemning him to a shit storm . Do quickly In moments of crisis, people attribute the lack of ability to manage a complex situation to social silence. The prolonged silence takes control of the crisis away from the company. The defensive action must therefore be optimal, timely and reasoned.
Always start from who you are Like people, brands should not shed their skin in times of crisis . It would sound fake, arranged, a piece of color . Before typing even a single character in the response to poisonous comments, it is necessary to reflect on the values expressed by the brand , because they will have to emerge coherently, especially in this complicated phase. Specific and concrete, never generic Uncertainty is the crazy valve of moments of crisis. People lose patience when responses to specific concerns or criticisms are vague and vacuous. Allowing followers to have the situation under control defuses fears, anxieties and resentment.
Call for (internal) reinforcements The larger the company or DX Leads organization that suffers the attack, the more necessary a branched and reactive defensive network is to provide the greatest number of useful information to respond , especially in cases where the crisis is caused by an accident or from our negligence. Leaving the Social Media Manager at the mercy of protests or legitimate requests for further information without adequate information support is condemning him to a shit storm . Do quickly In moments of crisis, people attribute the lack of ability to manage a complex situation to social silence. The prolonged silence takes control of the crisis away from the company. The defensive action must therefore be optimal, timely and reasoned.
Always start from who you are Like people, brands should not shed their skin in times of crisis . It would sound fake, arranged, a piece of color . Before typing even a single character in the response to poisonous comments, it is necessary to reflect on the values expressed by the brand , because they will have to emerge coherently, especially in this complicated phase. Specific and concrete, never generic Uncertainty is the crazy valve of moments of crisis. People lose patience when responses to specific concerns or criticisms are vague and vacuous. Allowing followers to have the situation under control defuses fears, anxieties and resentment.