Do you think you manage the kindest website in the world and that something like this can’t happen to you? It can. And it will. Because that’s the world of social media. During my time on this roller coaster, I’ve come up with a mantra, if you will. Maybe it will help you too #musimesipomahat.
IDENTIFY THE ORIGIN OF THE PROBLEM
Hater or troll , i.e. people parasitizing your communication space > You can’t communicate with trolls or haters and anything you say can (and will) be used against you. Depending on the tone of your communication, use a joke or, if absolutely necessary, hide the comment.
Fan arguments – Some posts can spark investor database unexpectedly high passions. Whether you jump into the ring or not is up to you. Here’s a hint – don’t get involved in an argument about a worse profile photo! You can get involved in an argument about the quality of your services – but politely!
REACT , no negative (and constructive) expression should go unanswered, even if it’s just to let people know that you’re aware of the comment. Knowing that the problem is being addressed has calmed down many an angry fan.
ARE YOU RIGHT? DON’T BE AFRAID
If a fan is wrong, don’t be afraid to point it out . It helps a lot to provide verifiable facts, such as links to websites, statistics, etc. (depending on the nature of the issue). And don’t be afraid to stand up for fans who are right in the discussion. But never be sarcastic, smug, or arrogant – that’s just inviting more trouble.
KEEP YOUR DETACHMENT – Even if a topic close to 7 best crms for startups in 2025 you is being discussed, stay calm. Don’t take the debate or situation personally . In addition to avoiding your own mistakes or unnecessarily enthusiastic reactions , you will also maintain common sense and good humor (without both, it’s pretty hard to work).
Put together CRISIS COMMUNICATION PRINCIPLES – Developing a flawless and effective system takes time and effort. Learning from each crisis situation and from your own mistakes will help you a lot. Create rules that will help you with every subsequent situation.
USE the painstakingly created CRISIS COMMUNICATION PRINCIPLES #neasi
The world favors the prepared, and that’s doubly true in the world of social media. So here are two completely banal steps that might just save your neck one day.
Consult your editorial plan with the client to avoid factual errors.
Keep in mind (or on paper) which topics are contact lists sensitive or simply arouse passions for your client.
Bonus tip vol. 2 – What will NEVER help you
What will never, never ever help you and will probably make the situation worse?