Win the Trust of Your Clients with a Social Media Crisis Management Plan
17 March, 2017
1 min read
Chances are you won’t need to handle a major crisis for any of your clients, but the amount of money, time and stress your agency will save by preparing for one is immeasurable.
The other benefit of preparing early is to get into the “planning ahead” mindset and instill confidence in your new clients. Strengthen your business pitch and show them what they want to see - that you can masterfully represent them online, no matter the weather.
According to the “Containing a crisis” study by Freshfields Bruckhaus Deringer, 28% of crises spread globally in 24 hours. It takes most companies 21 hours to correspond with their audiences.
All while the effects of a global crisis, like a drop in share price, was recorded in 53% of the surveyed companies and didn’t bounce back in a year’s time.
One big part of crisis management is monitoring social media channels like Twitter to identify issues as early as possible. Look for an increase in negative mentions, but mind that not all crises start and end on social media. These may lay the ground to a crisis as well:
An accident happens that gets immediate news coverage
The CEO of the company creates a PR disaster during an interview
Ex-employee of the company shares sensitive information on Reddit that goes viral
Since all your communications (social media replies, public statement, blog or website page) must be approved by your client, you need an efficient, close to flawless workflow and approvals system in place.
Create a plan that outlines the severity of a crisis, its owner, key stakeholders as well as the roles and responsibilities of both teams. Schedule a fire drill to test if the plan works to complete the preparation - it will take effort but it will be worth it.
What’s included in our social media crisis management playbook?
How to use monitoring to identify a crisis early
How to distinguish a problem from a crisis and where to look
Why you should deal with your client’s crisis swiftly
What you’ll need to tackle any kind of crisis
The seven most common crises and how to handle them
How to avoid the small day-to-day errors that will hurt your client-agency relationship
Your two-page crisis management template with a handy checklist to guide you in the moment
Resident marketer at Sendible. Into social media and blogging for more than 7 years and well-versed in all digital marketing channels. My biggest daily driver is creating useful content that helps others grow and saves their time, so if it does for you, let me know on Twitter or Linkedin!
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