So you learned how to use Facebook and Twitter. But unfortunately you or someone at work made a small gaffe that could damage you, your company, or your brand’s reputation.
Social media can be very beneficial in many aspects, and it’s a great way to market yourself or your business. However, you have to be cautious not to write or share the wrong thing. In the digital world, one post can be circulated to thousands of people in a matter of seconds, and a serious mistake left unaddressed can be absolutely catastrophic. So lets say you or someone in your company pulled a Kanye. Here are a few basic steps to manage reputational missteps in the new digital age.
The Basics
- Nip the Problem in the Bud — The first step is to try and move quickly, when a major baffle happens, timing is everything. Don’t wait around to see what happens, get the task started by doing damage control.
- Take to The Sites — Whether the situation started on one small site or a large and influential one, the first thing you need to do (once you have crafted your response) is take to the masses. Since Twitter is the site with the most mobility and the biggest capability to spread the word fast, it will usually be the first choice. However, we suggest you reach out to as many sites as you are able.
- Separate Services on Same Sites — Many companies create separate Twitter, Facebook or web accounts for the different services or products they offer. Different account pages are designated solely for customer service, frequently asked questions, information assistance, product promotion, and corporate news and visibility. If you have several of these account pages, it is important NOT to fill them all with endless apologies. Instead choose the one page with the most traffic and relevance to your topic, and submit a sensible, authentic 140 character message.
The second installment of this three part segment will be Traditional Media and You.
For more information about how to leverage social media to enhance your online reach, and drive media to your content at the best value in the industry, contact NBN and ask about our multimedia news or video release services www.newsbroadcastnetwork.com/contact.
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