How to manage an online reputation crisis
Posted: Thu Dec 12, 2024 10:28 am
One of the greatest responsibilities of a Community Manager is knowing how to deal with complicated situations in which he or she has to manage an online reputation crisis that has arisen around his or her company.
The person in charge of social media and company communications needs to follow some general rules when dealing with negative comments. It should be noted that, given the impact that the Internet and social media have today , criticism can spread very quickly. Here are the steps to follow to manage an online reputation crisis :
Detect the problem
In order to be able to notice negative comments on social networks, you bolivia phone number library monitor your company's corporate accounts . Some tools you can use are:
Hootsuite : is a monitoring tool compatible with several social networks simultaneously that allows you to track all of them.
Socialmention : This is a perfect platform to find out what people are saying about your brand on the Internet . It allows you to see the comments that have been published about your brand on blogs, news, etc.
Tweetdeck : is a Twitter monitoring tool that lets you keep track of all interactions, view followers, lists, and see what they are writing and saying about you.
Listen to the users
A Community Manager must have the ability to listen carefully to everything that is said about the brand on the web, blogs, news and social networks. The opinions of your followers can help you correct errors and continue to improve the company's service.
Keep calm
The first thing you need to do is stay calm, reflect, and check if the comments are true. Sometimes the criticism you receive will be motivated by product flaws or employee errors, but other times it will come from simple trolls .
One of the keys is to try to give convincing and immediate explanations , as well as to seek a response that is as correct and polite as possible. Remember that you are representing a brand, so do not hesitate to apologize when necessary .
Get to know the company's resources
When faced with a reputation crisis, you have to find out who is responsible for things not working properly. To do this, the Community Manager, together with the company, must create a plan so that full communication allows a tailored solution to be found.
The person in charge of social media and company communications needs to follow some general rules when dealing with negative comments. It should be noted that, given the impact that the Internet and social media have today , criticism can spread very quickly. Here are the steps to follow to manage an online reputation crisis :
Detect the problem
In order to be able to notice negative comments on social networks, you bolivia phone number library monitor your company's corporate accounts . Some tools you can use are:
Hootsuite : is a monitoring tool compatible with several social networks simultaneously that allows you to track all of them.
Socialmention : This is a perfect platform to find out what people are saying about your brand on the Internet . It allows you to see the comments that have been published about your brand on blogs, news, etc.
Tweetdeck : is a Twitter monitoring tool that lets you keep track of all interactions, view followers, lists, and see what they are writing and saying about you.
Listen to the users
A Community Manager must have the ability to listen carefully to everything that is said about the brand on the web, blogs, news and social networks. The opinions of your followers can help you correct errors and continue to improve the company's service.
Keep calm
The first thing you need to do is stay calm, reflect, and check if the comments are true. Sometimes the criticism you receive will be motivated by product flaws or employee errors, but other times it will come from simple trolls .
One of the keys is to try to give convincing and immediate explanations , as well as to seek a response that is as correct and polite as possible. Remember that you are representing a brand, so do not hesitate to apologize when necessary .
Get to know the company's resources
When faced with a reputation crisis, you have to find out who is responsible for things not working properly. To do this, the Community Manager, together with the company, must create a plan so that full communication allows a tailored solution to be found.