Social media can either make or mar businesses, individuals and even celebrities. This is why individuals and institutions should follow guidelines when sharing engaging content on Facebook, Twitter, Instagram, among other social media platforms. But since it’s humans who manage the accounts, they are prone to mistakes. Making social media mistakes can be forgiven but the way it is handled is what is key here. So, what do you do if your organization shares a wrong or divisive social media content? Jumia travel gathers 5 things you can do to overcome a social media crisis.
Don’t hide mistakes
One way to exacerbate a social media mistake is by hiding it and acting as if there was no mistake at all. In other words, your social media manager ignores it. Damage control should be the ultimate after such an error. You can do this by apologizing or admitting your mistake. Importantly, ensure you correct the mistake in another post or tweet.
Review automated post
Most brands schedule social media content for unhindered engagement. Sometimes, the content of these posts may not be relevant to the current situation and it is already live. To prevent this tragedy from happening again, it is advisable to always or intermittently review automated posts.
Rebuild your image
Social media can damage your image and at the same time rebuild your image. So, don’t neglect your image after a social media disaster. You can float a campaign whereby your followers will win gifts or amazing discounts. This may take time but it actually works.
Establish a social media policy
If you don’t have a social media policy and if you just suffered a social media disaster, you should introduce it in your organization. The policy will ensure that your organization is flawlessly represented online. In addition, the policy will spell the rules and regulation for posting content.
Avoid thoughtless reactions
A thoughtless reaction will ultimately worsen your social media mistake. It is better to just keep quiet if you have knee-jerk response. But if you are serious about resolving the crisis, ensure that you have a response that is crisp, impeccable and straight to the point!