Ihr Unternehmen steht vor einer Social-Media-Krise. Wie können Sie die negative Pressegeschichte umkehren?

Personnellement, j'irais avec deux mots clés afin de désamorcer une situation de crise dans les médias sociaux: humilité et transparence. D'abord, s'il y a une crise, c'est souvent parce que, par exemple, une décision impopulaire a été prise, une situation problématique pour les clients a été dénoncée ou encore qu'une information confidentielle a été ébruitée avant d'avoir fait l'objet d'une planification stratégique. Quand l'entreprise est au dépourvu et qu'elle fait face à l'adversité, admettre un tort ou assumer une décision impopulaire est la première chose. La deuxième, expliquer pourquoi on en arrive à une telle situation. Humilité et transparence ne règlent pas tout mais c'est très souvent le début de la sortie de crise.

A social media crisis is more than a PR challenge; it's an opportunity to redefine your brand. Instead of generic apologies, lead with empathy. Understand and acknowledge the pain caused, humanize your brand by sharing personal stories. Be brutally transparent, invite external scrutiny, and commit to concrete actions. Reimagine your purpose to align with the crisis and involve the community in finding solutions. Remember, rebuilding trust is a journey, not a sprint. Prioritize customer needs and focus on long-term relationships. By transforming a crisis into a catalyst for positive change, you can emerge stronger and more resilient.

This is the time for rapid response, as online narratives spread quickly. After assessing the current state, consider having your official social media account share a post with the latest information — noting that it’s the source of truth and more details will be shared as they’re available. From there, the team should weigh whether spokespeople should correct-the-record by replying to posts from highly followed accounts.

My advice is to be transparent. If the brand faces a crisis, take responsibility, apologize to your consumers or audience, and clearly outline the steps you'll take to prevent similar issues in the future.

As a former journalist, I instinctively know how to construct a story, develop a treatment, and deliver a compelling narrative that draws a response from an audience. I also understand a story's potential impact, mainly if it is contentious. In my current role, concise writing skills are essential, especially when requesting sign-off from leaders for campaign activity. So, I would suggest that your briefing packs be both to the point and factual regarding speaking points and lines to take should complex issues arise. If stakeholders are giving an interview to the media, you must ensure they are well-versed in the key messages we want to land and how to navigate tricky questions.

Develop a well-thought-out, transparent response that addresses the issue directly. Apologize if necessary, provide facts, and outline corrective actions to rebuild trust.

And for God's sake ... don't delete the tweet / post if it is made on your page. It will only just pop up somewhere else and they fact you deleted it will add more fuel to the fire.

Transparência e já de antemão responder de maneira a reunir reconhecimento com conhecimento de causa. Não negar ou se eximir, - muitas empresas não tem transparência e até você pode estar vendido.

I think that defining & owning your narrative is extremely important before others do that for you. After carefully analysing the situation, understanding all the critical points, one must take charge of the story and the narrative. Your audience will definitely respect you for being transparent, forthcoming and truthful. It's time to convert the crisis to opportunity.

Bring in your friends! Identify and enlist like-minded institutions to collaborate on talking points. Listen to partner concerns and address them seriously.

I enjoyed this perspective. It’s tempting in a crisis to say or do whatever will alleviate the negative press - but that would be a mistake. Be authentic to your brand. Be honest. Don’t overpromise or overstate. These are all short term solutions that in the end will only prolong the pain and create more damage.

Une crise des réseaux sociaux bouleverse l'entreprise. Les réseaux sociaux en parlent négativement. Pour renverser la tendance, vous devez informer et mobiliser rapidement les parties prenantes prioritaires et la cellule de crise. Après l'identification de la nature et de l'origine de la crise, des médias impliqués, de l'impact sur l'entreprise et les parties prenantes, donner une information complète aux différents acteurs. Préparer sa communication interne et externe : i) assumer ses responsabilités ; ii) présenter ses excuses au public ; iii) prendre l'engagement de réparer les torts causés et de veiller à éviter de tels dysfonctionnements à l'avenir ; iv) profiter de cette prise de parole pour partager les valeurs de l'entreprise.

"In challenging situations, it's essential to stay positive and allow time to pass, as people often focus more on the present than the past. It's important to make a strong public effort to address the issue and, simultaneously, work diligently behind the scenes to identify the source and reason. Effective crisis management requires both a public-facing strategy and a thorough internal investigation."

Update regularly but in a clear and honest way your channels. Engage with your audience, offer the chance to share personal feelings and ideas. Reply promptly. Dead social network pages are a negative ad, keep them live regularly. Share promotions, events and live appointments.

Comunicações frequentes mostram que você está ativamente gerenciando a situação e comprometido em manter o público informado. Essas atualizações devem ser claras, honestas e devem incluir qualquer progresso ou mudança relevante, ajudando a acalmar preocupações e a evitar especulações. Uma comunicação contínua e aberta é essencial para minimizar incertezas e demonstrar responsabilidade ao longo da gestão da crise.

Si uno no tienen un plan de social media, es difícil llegar a tener una crisis. El comunicado debe darse de inmediato, pero una vez hecho, no debe romperse la pauta regular de publicaciones. Esto hará que se vuelva a la regularidad de la situación y mostrará el respeto que tienes a tu canal.

Ao atualizar regularmente em uma crise, mantendo o público informado, é essencial começar pelo endomarketing, comece informando seus colaboradores, assim também estarão aptos quando indagados, mais que isso são os porta-vozes da marca nas redes sociais. Quando envolver empresa com pontos de venda, concessionárias, informe a eles também o quanto antes.

Consistency and honesty in your updates are key. Even if progress is slower than expected, being upfront about your challenges can build more trust with your audience. People appreciate when a brand is honest about its efforts and transparent about the road to resolution. It’s about fixing the immediate issue and showing that you’re committed to doing better in the long term.

Learn from crisis and mistakes, what was wrong? How can you adapt your communication? Benchmark versus your competitors, what are they doing differently? Learn from their experiences as well. Train your team to deal with the stakeholders, boost new ideas and solutions, try something innovative.

Never run away from a crisis. Deception always backfires over time. A lie falls into itself. #Metaphysics Principles. Learn what is said and why. Then address the issue with the response while making your company look redemptive. Forgiveness is part of the Christian trend. Know your markets and what works to morph strategies to embrace that new reality of "Now." Adaptation is all about survival, but Honesty survives the Critics abusive hate. #Balance with #Empathy. If punishment is called for, make it count. Everything is about Presentation. Restructuring is part of Capitalism. Scapegoating the lower staff employee won't make that statement of #Responsibility that clients and consumers expect.

Lo más importante es contratar profesionales que te asesoren para llevar las redes sociales. Es común que las empresas resten importancia o consideren una sub tarea a la creación de contenidos Debes tener tu departamento de content marketing para asegurar el tipo de publicación y estudiar la respuesta de cada canal. Si quieres aprender de la crisis, asesorate con profesionales.

Após uma crise, é essencial realizar uma análise detalhada do que funcionou e do que poderia ter sido feito de maneira diferente. Esse aprendizado permite ajustar protocolos, melhorar processos de comunicação e fortalecer a capacidade de resposta para crises futuras. Ao integrar essas lições nas estratégias futuras, a empresa não só se prepara melhor, mas também transforma desafios em oportunidades de melhoria contínua.

Crises are inevitable in business, especially on social media, where a single post can spark a widespread backlash. The best defense? Preparation. Develop a detailed "issues and risks" list, outlining potential scenarios with pre-approved responses and strategic messaging. This empowers your team to act swiftly and maintain control during a crisis. It’s not just about what you say, but how you say it, after all on social media tone is key. Regular training and scenario planning will help turn a crisis into an opportunity to build trust and resilience. Remember, "In the face of adversity, character is revealed."

It is really important to assess the true issue. Once I represented the poultry industry during an outbreak of salmonella poisoning. Beyond the obvious concerns, we had to figure what was causing the issue. It turned out that growing numbers of baby boomers who were entering the adult world were incompetent cooks…they didn’t know how to properly cook meet to make it safe for human consumption. So our response was geared toward reminding to those who prepared meals for their households to modify their handling of poultry and to cook it thoroughly and to follow safe food handling guidelines in order to keep all of us safe. to cook long to prevent future disaster.

Continue engaging positively with our audience/customer and consistently delivering on our promises to rebuild trust. Keep an eye on social media sentiment to catch potential issues early. Move on with the learning experiences we have got with situation comes in our way and try to not repeat the same in the future.

Temos exemplos recentes sobre gerenciamento de crises onde a comunicação tardia somente colaborou para comentários negativos e falta de autoridade.

Moving forward effectively during a social media crisis helps turn around a negative press story by: 1. Focusing on Recovery and Positive Actions to shift the narrative. 2. Communicating Progress and Successes to reinforce improvement. 3. Rebuilding Trust with Consistent Messaging for transparency. 4. Engaging in Proactive Outreach to shift focus to positive developments. 5. Implementing Long-Term Improvements to show evolution and growth. 6. Continuing to Monitor and Adapt for ongoing responsiveness. This approach helps shift the story from a crisis to a narrative of growth and positive change.

Moving past and rebuilding the brand is vital to overcome a crisis. After issuing a statement, marcomm teams must develop an internal (to the team) campaign to regain their audience’s trust. This can come in the form of client testimonials, confident reinforcement, increased engagement, and more. We don’t want to seem disingenuous. We do want to present that we take ownership for our mistake and will learn from it.