Take the Problem to a Private Setting

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As we said before, a social media crisis should be resolved as quickly as possible, but that doesn’t mean you should act hastily. In many cases, time is on your side.

In many situations, a crisis can become worse due to an initial thoughtless, impulsive or hasty reaction. Therefore, try to absorb the initial impact before thinking about taking action.

4 – Know the Profile
The first step once a crisis is identified is to survey the profile of the person who started the crisis and other profiles on social media that are amplifying the case.

As Sun Tzu said in his chile mobile database book The Art of War, knowing your enemy is essential to winning the battle. When it comes to crisis management on social media, things work in a similar way.

Do a quick survey of the person's profile on your social media monitoring tool to get an idea of ​​how to conduct your actions in the best possible way.

Having an idea of ​​the person's behavioral profile will make your dialogue much easier and the crisis can be resolved without major damage to the brand's image.

Crisis management on social media

A disagreement on social media generates a lot of exposure, so one of the first steps is to move this point of friction to a private environment, be it email or the phone.

Crisis management on social media can be compared to a game of chess, you need to know how to move the pieces at the right time.

It's true that criticism is part of everyday life on social media, but in the case of a crisis with a person who is not very polite, your followers don't need to be exposed to rude or offensive content.

6 – In Case of Error, Assume Responsibility
Denying the obvious is simply stupid. If that were the solution, there would be no need to have someone trained to manage crises on social media.

If a product or process error is identified, take responsibility immediately, apologize and offer a solution to the problem.

Many crises on social media take on absurd proportions due to people's irritation with the brand's insistence on denying the problem.

Recognizing the error may even be a chance for you to reverse an initially adverse situation into a negotiation that shows the public how concerned the brand is about seeing its customers satisfied.

It's the lemon that ends up turning into lemonade. By solving the problem, you end the crisis and avoid negative comments about your brand.