While brands still have the final say on the kind of content they share online, they no longer have control over the conversations that happen around their products and services. The power has shifted from brands to consumers, who now have the unprecedented freedom to express their opinions online. According to a Nielsen report, 60 percent of social media users write product reviews, which have more credibility to their connections than most big-budget marketing campaigns.
It’s easy to go viral on social media for all the wrong reasons. News of food contamination, product tampering, poor sanitation, safety violations, or uncalled for behavior can spread like wildfire and must be dealt with immediately lest these irrevocably damage the reputation you’ve worked so hard to build.
Yes, crisis management might be intimidating, but it can turn any situation around when done right, and fast. McKeeman Communications, a PR firm serving Charlotte, North Carolina, shares crisis management best practices that you can apply to your business.
- Never stop innovating. Encourage your team to venture out of their comfort zones and constantly think of ways to improve current processes.
- Embrace your company’s core values. This will shape their work ethic and guide their behavior both online and offline.
- Practice proactiveness. Equip them with the information they need to directly respond to customers.
- Get to the root cause of recurring issues. While these have not led to major headaches now, they might be tomorrow’s headlines. Avoid band-aid solutions and resolve them for good.
- Have an action plan. Outline the overall internal and external communications strategy. Establish clear guidelines in terms of tone of voice and designate specific responsibilities for each member of the team.
A crisis will inevitably happen at some point even if you’ve prepared extensively for it. Should you come face-to-face with one, choose the best platform(s) to communicate with your audience and release a statement as soon as possible. The success or failure of your crisis management efforts will largely depend on how fast you’ve addressed the crisis at hand. Assess the gravity of the situation and reach out to those directly affected by the situation.
Empathy goes a long way; provide thoughtful responses to questions, requests, or complaints. Demonstrate your commitment to resolving the situation at hand. Finally, consider working with a specialist to prepare, identify, and deal with highly sensitive situations should there be any.
PR firms in Raleigh, NC like McKeeman Communications can help you craft a crisis management plan that meets your needs. We believe the right communication can solve any problem. Reach out and we’ll be delighted to help.
If you’re looking for PR firms in Raleigh, NC, McKeeman Communications is in the business of building brands and reputations. Whether you’re battling poor social media reviews or you can’t seem to get the right kind of interest from reporters, do get in touch with us – we live for these challenges. Call (866) 341-2650 or email info@mckeemanpr.com