In a new weekly series covering digital crisis management, we’ll be walking through key trends to be aware of when faced with crises online. Here’s an overview of what’s to come:
1. Lightning fast speeds
Let’s get started! #1: What do we know best about times of crisis, especially when playing out in the digital space? Everything happens at lightning fast speeds. Bad news spreads faster than ever via Twitter, Facebook and our collective “life-streams.” A potential issue can hit, and in less than six hours, blogs, mainstream media and micromedia platforms will exacerbate the situation. By hour 18, negative conversation can grow to a multitude of social media platforms, editorials and search engines.
The speed in which bad news travels raises the importance of listening and monitoring of all relevant consumer generated media, not just traditional. Training in social media crisis management is important, but a developing a streamlined approach and having a designated team in place to react in a matter of hours to an emerging situation is vital.
Tune in next week to find out the second trend in digital crisis management and how your company can best prepare. Until then, let us know how your team manages a situation gone awry on social media.
Tweet us @DEVENEYMKTG and share your tips.