Te enfrentas a una crisis de redes sociales. ¿Cuándo se debe abordar el tema en público o en privado?

How many of your customers saw the gaff? If even one customer saw the post and screen-capped it, there's the potential for the post to come back at the most inopportune time. Publicly admitting to an issue, mistake, or insensitive post is a must. How you do so and where you do so, that's up to your team and your crisis plan? Was it a simple mistake? Was sensitive information shared? Did you offend your prospect pool? All must be factored into your response. However, a public explanation is necessary if a mistake was made publicly, even if the mistaken post is caught early and removed on your end. Once it's been seen, it can't be unseen. And pretending it never happened is a foolish lack of response. Fess up if you mess up. Publicly.

In the face of a social media crisis, your approach should depend on the nature and scale of the issue. For minor incidents that can be resolved internally, a private response may be best to avoid escalating the situation publicly. However, for more significant crises that could significantly impact your brand's reputation, an open and transparent public response is often warranted. This allows you to get ahead of the narrative, demonstrate accountability, and show your audience that you are taking the matter. Transparency and authenticity are crucial when navigating social media crises to maintain trust with your audience.

Anything addressed on social media is public. If the pain is occurring publicly, you must address it publicly. It's good to meet with your team to get on the same page first.

How does crafting a public response to widespread issues impact this effort? Method: Issue a public statement or press release addressing the problem, showing empathy, and detailing corrective actions. Vision: Demonstrate accountability and rebuild trust by being open and proactive in your communication. Pragmatism: A well-crafted public response reassures your audience and maintains your brand's credibility during challenging times.

Assegure-se de que a mensagem seja clara e consistente em todos os canais de comunicação. Monitore as reações do público após a resposta para avaliar a eficácia da sua abordagem e esteja preparado para fornecer atualizações conforme necessário. Uma comunicação contínua e honesta reforça a responsabilidade e pode mitigar os impactos negativos na reputação da marca.

So many brands get this wrong. Often, you see companies issue an apology only to start defending their actions midway through. Whether you’re apologizing as a Fortune 500 or a friend who f’d up, if you catch yourself saying, “it wasn’t that wrong because”—stop. People see right through those insincere sorry’s and it ends up doing more harm than good. Instead, educate yourself & your team why this incident needs addressing. Get feedback from others to ensure you aren’t overlooking anything or anyone. True accountability isn’t about saving face—it’s about understanding the impact of your actions and committing to real change. Authenticity & empathy show your audience they matter, and that’s what makes all the difference.

Mantenha registros detalhados das comunicações privadas para garantir que todas as preocupações sejam abordadas adequadamente. Monitore o impacto da resolução para garantir que o problema não se amplifique. A abordagem personalizada e profissional ajuda a resolver a situação de forma eficiente e minimiza o risco de escalar o problema para uma crise pública.

𝐄𝐧𝐠𝐚𝐠𝐞 𝐩𝐫𝐢𝐯𝐚𝐭𝐞𝐥𝐲 𝐰𝐢𝐭𝐡 𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥𝐬 𝐝𝐢𝐫𝐞𝐜𝐭𝐥𝐲 𝐚𝐟𝐟𝐞𝐜𝐭𝐞𝐝 𝐛𝐲 𝐭𝐡𝐞 𝐢𝐬𝐬𝐮𝐞, 𝐞𝐬𝐩𝐞𝐜𝐢𝐚𝐥𝐥𝐲 𝐢𝐟 𝐢𝐭 𝐢𝐧𝐯𝐨𝐥𝐯𝐞𝐬 𝐩𝐞𝐫𝐬𝐨𝐧𝐚𝐥 𝐠𝐫𝐢𝐞𝐯𝐚𝐧𝐜𝐞𝐬 𝐨𝐫 𝐬𝐩𝐞𝐜𝐢𝐟𝐢𝐜 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭𝐬. 𝐏𝐫𝐢𝐯𝐚𝐭𝐞 𝐦𝐞𝐬𝐬𝐚𝐠𝐞𝐬 𝐨𝐫 𝐞𝐦𝐚𝐢𝐥𝐬 𝐜𝐚𝐧 𝐫𝐞𝐬𝐨𝐥𝐯𝐞 𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥 𝐢𝐬𝐬𝐮𝐞𝐬 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐞𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐬𝐢𝐭𝐮𝐚𝐭𝐢𝐨𝐧. Personal Experience: Handling sensitive issues privately often leads to quicker resolutions and can prevent further public escalation.

Je nach Größe des Problems sollte man auch mit dem privaten Umfeld sprechen. Selbst wenn es nur die Krise teilen ist, macht es Sinn das direkte Umfeld einzuweihen. Rat einholen ist nur dann sinnvoll, wenn man den jeweiligen Personen vertraut oder diese im Thema versiert sind. Andernfalls erhält man zu viele Perspektiven und Meinungen, was oft kein klares Bild für eine Handlung abwirft.

Some crises are better handled privately, especially when they involve individual complaints or sensitive matters. Direct communication with the affected party ensures that the issue is addressed thoroughly without inviting unnecessary public scrutiny. Respond privately to gather more details, apologize directly, and offer resolutions. This approach allows you to resolve the matter efficiently while showing a personal touch, which can help rebuild trust without amplifying the situation.

En mi personal forma de observarlo el trato de uno a uno significa hacerlo de manera directa utilizar la la manera franca de decir las cosas con educación con respeto pero siempre precisando cada punto de lo que deseo tratar, sin olvidar la oportunidad de hacerlo correctamente

Mantenha a comunicação aberta e atualize o público regularmente conforme novos fatos se tornam disponíveis. Um equilíbrio entre rapidez e precisão demonstra responsabilidade e reforça a confiança na sua marca. Evite respostas apressadas que possam precisar ser corrigidas posteriormente, pois isso pode agravar a situação.

How does timing affect your response to social media crises? Method: Quickly acknowledge the issue to show attentiveness, then provide a detailed response once you fully understand the situation. Vision: Balance promptness with accuracy to demonstrate that you are both responsive and thorough, reinforcing your brand's credibility. Pragmatism: Timely yet measured responses prevent misinformation and show that you are actively managing the crisis with care.

𝐑𝐞𝐬𝐩𝐨𝐧𝐝 𝐢𝐧 𝐚 𝐭𝐢𝐦𝐞𝐥𝐲 𝐦𝐚𝐧𝐧𝐞𝐫 𝐛𝐚𝐬𝐞𝐝 𝐨𝐧 𝐭𝐡𝐞 𝐬𝐞𝐯𝐞𝐫𝐢𝐭𝐲 𝐨𝐟 𝐭𝐡𝐞 𝐜𝐫𝐢𝐬𝐢𝐬. 𝐅𝐨𝐫 𝐦𝐚𝐣𝐨𝐫 𝐢𝐬𝐬𝐮𝐞𝐬, 𝐢𝐦𝐦𝐞𝐝𝐢𝐚𝐭𝐞 𝐩𝐮𝐛𝐥𝐢𝐜 𝐚𝐜𝐤𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐦𝐞𝐧𝐭 𝐢𝐬 𝐜𝐫𝐮𝐜𝐢𝐚𝐥. 𝐅𝐨𝐫 𝐥𝐞𝐬𝐬 𝐮𝐫𝐠𝐞𝐧𝐭 𝐦𝐚𝐭𝐭𝐞𝐫𝐬, 𝐚 𝐰𝐞𝐥𝐥-𝐜𝐨𝐧𝐬𝐢𝐝𝐞𝐫𝐞𝐝 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞 𝐦𝐢𝐠𝐡𝐭 𝐛𝐞 𝐦𝐨𝐫𝐞 𝐚𝐩𝐩𝐫𝐨𝐩𝐫𝐢𝐚𝐭𝐞. Personal Experience: Quick yet thoughtful responses help in managing the crisis effectively and showing that you’re in control.

Timing plays a critical role in crisis management. Address the issue quickly, whether privately or publicly, to prevent it from spiraling out of control. Delaying a response can cause speculation and harm your brand's image. The speed of your reaction shows your brand's agility and commitment to resolving problems. While speed is crucial, ensure that the message is well-thought-out to avoid miscommunication or further exacerbating the crisis

La oportunidad en el manejo se da no en la inmediatez sino en unos minutos o en unos momentos de reflexión análisis y revisión de lo que vas a retornar a las personas involucradas dentro de la crisis y también a los externos que observan la crisis

𝐄𝐧𝐬𝐮𝐫𝐞 𝐜𝐨𝐧𝐬𝐢𝐬𝐭𝐞𝐧𝐜𝐲 𝐢𝐧 𝐲𝐨𝐮𝐫 𝐦𝐞𝐬𝐬𝐚𝐠𝐢𝐧𝐠 𝐚𝐜𝐫𝐨𝐬𝐬 𝐛𝐨𝐭𝐡 𝐩𝐮𝐛𝐥𝐢𝐜 𝐚𝐧𝐝 𝐩𝐫𝐢𝐯𝐚𝐭𝐞 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞𝐬. 𝐓𝐡𝐢𝐬 𝐦𝐚𝐢𝐧𝐭𝐚𝐢𝐧𝐬 𝐜𝐫𝐞𝐝𝐢𝐛𝐢𝐥𝐢𝐭𝐲 𝐚𝐧𝐝 𝐚𝐯𝐨𝐢𝐝𝐬 𝐦𝐢𝐱𝐞𝐝 𝐬𝐢𝐠𝐧𝐚𝐥𝐬. Personal Experience: Keeping a unified tone and message helps in reinforcing your brand’s stance and prevents confusion

How can you build a powerful personal brand in influencer marketing by being assertive? Sub-Question: How does maintaining a consistent voice during a crisis enhance this effort? Method: Ensure all communications during a crisis use a uniform, professional, and empathetic tone that reflects your brand’s core values. Vision: Reinforce your brand’s identity and provide stability by staying true to your established voice and message. Pragmatism: Consistency in messaging helps build trust and credibility, ensuring that your brand remains reliable and cohesive in times of crisis.

Maintain a consistent brand voice throughout the crisis, whether responding publicly or privately. Ensure that your messaging aligns with your brand's values and tone. Consistency builds credibility and trust, showing that your brand is in control of the situation. Whether you're issuing a public statement or dealing with individuals privately, make sure all team members involved in communication are aligned to avoid mixed messages that could confuse or alienate your audience.

En mi experiencia la mejor manera de hacer que tu voz sea escrita o tu imagen sea explotada para resolver una crisis es provocando con lo que dices cómo lo dices la confianza en tus oyentes o en tus lectores

Don’t treat your crisis like a campaign. When you promise accountability & specific actions in your apology, you need to stick to your word. If the solution involved you pulling a product from your shelves, don’t just go back after a month or two and put it back up. If you were involved with an influencer that’s no longer aligned with your brand vision, it doesn’t matter how much you spent on it: do not repost that UGC! The best apology gift is changed behavior—and you can easily deliver on this expectation by doing the things you said you’d do. Keep your plan handy, keep your team informed, and remember: don’t funk it up. 😉

𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬𝐥𝐲 𝐦𝐨𝐧𝐢𝐭𝐨𝐫 𝐚𝐮𝐝𝐢𝐞𝐧𝐜𝐞 𝐫𝐞𝐚𝐜𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐟𝐞𝐞𝐝𝐛𝐚𝐜𝐤 𝐚𝐟𝐭𝐞𝐫 𝐲𝐨𝐮𝐫 𝐫𝐞𝐬𝐩𝐨𝐧𝐬𝐞𝐬. 𝐓𝐡𝐢𝐬 𝐡𝐞𝐥𝐩𝐬 𝐢𝐧 𝐚𝐬𝐬𝐞𝐬𝐬𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞𝐧𝐞𝐬𝐬 𝐨𝐟 𝐲𝐨𝐮𝐫 𝐚𝐜𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐚𝐝𝐣𝐮𝐬𝐭𝐢𝐧𝐠 𝐲𝐨𝐮𝐫 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐢𝐟 𝐧𝐞𝐞𝐝𝐞𝐝. Personal Experience: Active monitoring allows you to stay informed about the impact of your response and address any emerging concerns promptly.

Le feed-back du public, des clients, des médias est essentiel une fois une crise passée. Il faut observer attentivement les réactions et les commentaires pour s'assurer que la crise est bien terminée.

After issuing a public or private response, closely monitor feedback from your audience. Engage with comments, answer questions, and gauge public sentiment to understand how your audience is reacting. Social media crises can evolve, and staying attuned to how your response is received allows you to adjust tactics if needed. Monitoring also helps in tracking whether the crisis is subsiding or if further action is required to prevent additional fallout.