Social media crisis training is training for specific situations related to your type of business. It may include how to handle reviews on networks such as Facebook or Yelp but it may also include training on how to address individual concerns such as a negative tweet or a blogger who has taken a special interest in spreading negative information about your company.
How to Handle a Social Media Crisis?
When handling rogue bloggers there are a lot of considerations. How many followers do they have both on the blog and on social networks. Then how influential are they on social networks, not just their number followers but are their followers interacting.
People on Twitter are fast moving, they gather information at an astonishing rate. If a person has a limited number or followers and never gets a retweet then you may be able to leave it alone but the best practice is to respond to every tweet you can, good or bad. Twitter for most businesses should be a medium to communicate, if you have social media monitoring in place then you may know right way when a complaint is made but if not then you will depend on the person tagging you or through word of mouth. Either way when you find out about the issue, pretend that the tweeter is right in front of you and you need to solve their problem.
In some cases it may not be appropriate to engage the tweeter or you may think that there is no possible positive outcome. In that case mitigate the damage. Welcome to the world of crisis management.
Facebook groups can be difficult to navigate. They may be public or private. If you are a public figure or well known in a company then you would be ill advised to try to join a private group, The administrator would have to approve you and in many cases this would be the most hostile person towards you or your company. If there is only one administrator then that is most likely the creator of the group.
Individual Facebook Users
Individual Facebook users for the most part pose no problems but if they have an interactive audience they may be a problem. Due to Facebook’s privacy options you may never see a lot of the posts by users. The only way to gather information in this case is to use Facebook Audiences to see the general idea of how your brand is discussed. In this case the best method to influence these people is through your own communication channels. Do not try to friend anyone involved, it will end in a disaster most of the time.
Reddit posts can increase te traffic to your site very rapidly if the topic is interesting to them. An amateur should not attempt to engage Redditors because they are savvy to PR methods of most companies. An expert should be called in that is active on Reddit or you should have already built up a profile over time to earn respect.