Every plan to avoid a social media malfunction includes the same steps as it would avoiding any other incidents in your business. The difference is, social media tends to be a place with more sway and influence when it comes to persuading customers. When you or your business make a mistake on social media, it can be hard to recover from. Here are some of the ways your company can save your social media branding even after making a tumultuous error.
Avoiding It Altogether
Before talking about fixing mistakes, it’s always better to talk about how to avoid it first. For some of the older businesses, social media may be a newer thing to you, leaving the people in charge of your social media sites with little to no guidelines to follow. This is typically why we are beginning to see more and more news about company Twitter or Facebook pages posting inappropriate content on their walls, or misusing a controversial hashtag in one of their promotional tweets. While these things are bound to happen, it’s much easier to avoid them if you set guidelines in place to follow. Businesses should understand what their brand should and should not post about, while also keeping in mind their brand voice as they interact with their customers.
Understanding The Situation
It’s always in a company’s best interest to respond to all of its customer’s issues, and as quick as possible. However, there are also times where you shouldn’t respond. While the internet is a place for people to efficiently communicate with the businesses they use, it is also a perfect opportunity for internet “trolls” to hurt a company’s brand. These trolls usually bait you into saying something that would damage your reputation and cause you to lose your following base. Ironically, the best way to combat trolls is to do nothing at all. No matter what these trolls do, they have little to no effect on your business as long as you keep silent and help the customers with legitimate concerns.
Protecting Yourself on Social Media
Even if you try to avoid these scenarios, it’s hard to say that this will never happen. If these types of issues arise, it is recommended that your business has some sort of plan in place to combat such grievances. Figure out the quickest and most diligent way for handling situations such as these, and make sure to take responsibility for your mistakes. Once the issue is resolved, put the past in the past and work towards promoting your brand as usual. For more tips and tricks on how to protect your brand, click here.