Well it is very bad and risky situation when you get stuck in the online crisis, because handling them effectively is really hard but it is possible, you should be totally honest about what is going on and try to make one clear post about what it is really happening and share it through all of your social medias and passionately answer all comments and try to say the truth. And after clearing everything up, go on with your normal routine just to show your audiences that you moved on.

Use your social media platforms to acknowledge the crisis as soon as possible. A prompt response shows that you are aware of the situation and are taking it seriously. Keep your audience informed with regular updates about what you’re doing to address the crisis. This can help build trust and demonstrate that you are actively working on a solution.

Na minha experiência, o uso estratégico das mídias sociais em momentos de crise começa com uma comunicação transparente e rápida. É essencial assumir a responsabilidade pelos erros, mostrar ações concretas de correção e estar disponível para o diálogo com o público. Essa abordagem direta restaura a confiança e, ao mesmo tempo, reforça a imagem da marca como uma que valoriza a transparência e o respeito ao cliente.

The easiest way is to reset the news cycle. You need another story (or likely a series of different stories) to refocus attention away from the negative image and toward the image you want to emulate. Note: If you've done a bad thing to put yourself in this crisis, you have a responsibility to fix it. You need to be doing good things in order for this to work well.

To use social media to turn around a marketing crisis: Acknowledge the Issue: Quickly address the crisis openly on social media, showing transparency. Apologize Sincerely: Offer a genuine apology, taking responsibility where necessary. Provide Regular Updates: Keep your audience informed about the steps you’re taking to resolve the issue. Engage with the Audience: Respond to comments and messages to show that you’re listening and care about customer concerns. Highlight Positive Stories: Share success stories, testimonials, and positive feedback to shift the focus away from the crisis. Launch a Recovery Campaign: Introduce a new campaign or initiative that reflects your commitment to improvement, using social media to amplify the message