A crisis can damage a brand's image and reputation. No matter how big your company is or how popular you are, at some point in time, you'll eventually come across customers who aren't pleased with their experience. And proper dealing with a social media crisis costs relatively little, whereas if you get something wrong, then it can lead to a costly mistake. However, social media has the power to be one of the most impactful crisis communication tools. And at Digipillars India, we offer the best Social Media Crisis Management Service.
Social media enables organizations to use it as a powerful tool to build trust among people who use social media as they can develop constructive dialogues in social media communities.
Regular monitoring of social media can help serve you as an early-warning system that helps the first responders to identify the pending disasters.
Social media provides you with the speed, ease-of-reach, and interactivity that together allow organizations to send messages to stakeholders that, too, in a personal, authentic, and direct way.
A wide variety of social media platforms are available with their unique characteristics so that you can connect with any audience through these channels.
The first part of the social media crisis management plan is the identification of the issue. Because there are different kinds of crises that may occur, first of all, there are some crises that can be prepared for or which can be addressed early, whereas some issues spring up out of the blue, i.e., with little or no warning.
Once an issue is identified, the first task is to establish the category or the magnitude of that problem. So, here our crisis management experts assess the risk involved in the crisis response. It generally includes the seriousness of the issue, the influence or authority of the person who posts it, and is the issue getting more visible or less?
There are a wide variety of social media channels with unique characteristics, e.g., short messages are there for Twitter, for long messages and multi-media content you use Facebook, videos are posted on YouTube. Whereas, the image-sharing channel like Instagram is also there. So, we thoroughly analyze here which channel is to be used for what kind of crisis management.
As they say, the more specific your strategy is, the more effective the execution will be. Being the best Social Media Reputation Management Company create a communication strategy for your Brand's crisis management. So, we can also present your side of the story to the people out there whilst doing the right things at the right time.
After the issue identification and strategy development, the next step which comes in is the implementation of the strategy. And, at Digipillars, we implement it very smartly. For instance, if the crisis is small, short-lived, and on the decline, then commenting may only serve to stoke the fire, whereas in other cases, the response is required with 60 minutes.
Last but not least, our Social Media Crisis Management Service consists of monitoring part where we keep a watch on the crisis that after they respond, is it getting worse or the situation is getting better. And, we take further steps based on our monitoring to make your Brand gain its previous reputation.