Social Media Crisis Management Services: protecting your online reputation
The speed with which information, speculation and rumour can spread across the internet continues to accelerate thanks to the growth of social media. Because every day, your brand, products or services are being talked about in social networks and on blogs, forums, wikis and news sites. And the legacy of those conversations lives forever on Google.
But which parts of this conversation should you worry about? Which parts might be warning signs to an impending crisis?
You probably have a robust crisis management plan - tailored and tested to deal with the likely reactions and demands of the traditional media.
But what happens if your worst-case crisis scenario breaks on your Facebook page? Does your crisis manual tell you how and when to engage with detractors using social media?
These are just a few of the questions we can help you address to protect your online reputation from a social media crisis. Immediate future will advise you on how to build a best-in-class social media online crisis management system to protect your brand.
As an experienced social media consultancy, we are able to advise and guide you:
Be Prepared - minimise your exposure to risk
Thorough preparation could help you avoid a crisis. We can undertake a vulnerability audit to identify the risks to your business, your marketing and communications plans - specifically in relation to social media. We will help you establish early-warning systems - putting the right tools in place to spot and monitor a crisis. We will help you establish the appropriate policy and work-flow - adapting existing social media crisis plans to deal with the online environment. We can then run social media crisis simulation exercises that provide life-like scenarios to test and coach your team to handle a real social media crisis.
Get back-up: extra resources to manage a crisis
Our team of experienced consultants have advised a wide range of global brands on traditional and social media crisis management. We can provide high-level strategic counsel during a crisis or simply be an extra pair of hand for the in-house team to manage real-time monitoring and social media outreach. We also work with lawyers who are social media specialists to provide counsel on the legal remedies that can be taken to limit damage.
Recover your online reputation after a crisis
Once the intensity of the crisis has died down - it is time to review the damage. Steps may be needed to recover your online brand reputation, for example the crisis might persist on page one of the Google search results for your brand or product. We will work with you to create a recovery strategy that rebuilds long-term brand equity with online influencers and produces quick wins that will help 'de-optimise' negative Google search results. This combines best practice ‘white-hat’ SEO tactics with online PR activity.
Please do get in touch for an informal review of how prepared you are for an online crisis.
Check out our online crisis management tips from our blog.