As a digital native, I have grown up being able to have access to any company via the World Wide Web. Consumers find this online presence of different business’ very helpful for many reasons. One can look up any type of product that would be of interest to purchase. People can look up different reviews on different products, interact with different users on online communities, and talk about the brand from which they are making a purchasing decision. Thus, the Internet and social media have evolved the nature of a business’ interaction with different companies and consumers.
With all of that being said, what course of action do companies take if something negative is being said about their brand online? How do they handle customer service on all the social media platforms in which they are active on? The answer I have for one interested in this matter, is a company will participate in effective crisis communication in order to resolve an issue associated with their brand.
Dr. Freberg has lectured about crisis communication to us students at the University of Louisville. The information she presented does not only help with companies, but also with individuals who engage on social media.
Top 5 tips:
1. Post material that is not controversial
2. Manage the online social presence that is apparent of an individual or a company, across all platforms
3. Respond to a problem posted on social media within 24 hours… The sooner you respond and resolve the issue… The better!
4. Participate in strategic communications… Have a plan and strategy ready… Be able to act quick on your toes.
5. Be honest and hold a trustworthy reputation with your online audience… Build your credibility!