Crisis management in the world of Facebook and Twitter
February 26, 2013
ARE YOU PREPARED FOR A SOCIAL MEDIA CRISIS?
Social media has transformed the way that organisations have to develop crisis management strategies. A social media crisis could adversely affect your clientele and brand reputation. Recent studies have shown that 88% of clients* are less likely to engage in repeat business from organisations that fail to respond to customer services issues online.
In this day and age, the impact of presidential campaigns is evaluated in tweets per second and pressure groups are using social media to develop sophisticated digital activism strategies. The media now looks at social media as its primary information and research source when reporting on crises. It is essential that response and management now must happen in Twitter time, i.e. real time.
Research has found that 76% of social media crises* could have been avoided if organisations had been better prepared. This means that any organisation that have a crisis plan now must make this plan 'social media compliant' and conduct a complete review of the management processes it needs to put in place to monitor and deal with crises.
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