Miss the first trend in digital crisis management? Check it out here.
Now, more than ever, the public is demanding complete brand transparency. If a crisis unfolds, secrets are a thing of the past and often there’s no place for a brand to hide. There are over one million forensic experts in the United States, which doesn’t include the power of the individual. Conversations that were once private are now easily exposed, so it is always ideal to be conscious of everything said aloud or written, especially online.
But this is a good thing. There’s opportunity for brands to break down barriers, be open and do right from the start.
By becoming hyper-transparent, contradictory business practices become non-existent. When faced with a crisis, be sure to give facts and figures that put your brand in the best light, but also inform the consumer. Behind the scenes, responsive social platforms, and FAQs are a great way to humanize and share your brand’s core messages. The more responsive, personable, authentic and transparent, the more trusting your consumers will be. From internal operations to corporate social responsibility, all efforts should be sincere, defensible, and honest.
Tune in next week for the third tip in digital crisis management. Until then, let us know how your company is dealing with the demand for hyper-transparency. Tweet us your tips @DEVENEYnola using hashtag #DEVchat