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Crisis Management in the Age of Social Media by Louis Capozzi download in ePub, pdf, iPad

When this happens, corporate communications should be responsive. It means you have to be more human, and of course with humans comes risk. The rapidly evolving world of digital communications and savvy journalists requires a new and expanded approach to crisis communication. Social media plays an increasingly critical role in informing, engaging and interacting with the public during a crisis. In many cases, however, not all the sharing is positive or truthful.

The more we automate, the more we need skilled humans to communicate over digital media. Determine how the organization will respond and who will be in charge of the response. Dealing with ordinary people requires a different approach to dealing with media.

Social media can be used as a systematic emergency management tool to communicate and engage with the stakeholders and the general public. Instead of creating a new message for social media, use existing key messages. News Crisis Communications in the Age of Social Media Having a social media plan and adopting these best practices will ensure your campus crisis communications efforts are effective. Social media has fundamentally altered the communications landscape. Now, audiences are a lot more savvy about who they listen to.

If mistakes were made, acknowledge them and work to regain trust. While these tools are great, you still need the right people in place to build real relationships and communicate in the right way with your customers. Journalists, bystanders, even seafarers have the ability to capture footage on the spot.

Emotional resonance can trump influence Once, if an influential person disparaged your brand, it could possibly spell disaster. The conversation will have moved on and your message will lose relevance.

Responding to posts demonstratesThis kind of data

Having that kind of data is one thing, being able to respond to it in the right way is another. Demonstrate a commitment to transparency and let stakeholders know the organization intends to share the results of any after-crisis review and corrective actions.

Responding to posts demonstrates an active presence and perception that the organization cares what stakeholders think. This kind of data is gold dust for brands who want to really resonate with their customers.

Managing any crisis successfully is less about saying the right things and more about doing the right things. Start With a Social Media Plan An effective crisis communication plan must include a use of social media strategy. This has fundamentally changed crisis management. Being able to connect with an audience in a genuine and empathetic way is a key element of a crisis response in the age of social media.