Comment pouvez-vous former votre équipe de marketing numérique pour gérer une crise?

Managing social media crises involves anticipating potential scenarios, such as negative reviews or PR disasters, and responding swiftly. Flexibility in crisis response is crucial, as unforeseen situations can arise. Tools like Brandwatch for social media audits aid in identifying hidden risks. Regular team training ensures preparedness, and a comprehensive approach includes sentiment analysis and competitor monitoring.

Start by educating your team about different types of crises that can affect your business, such as social media backlash, data breaches, negative press, or product recalls. Each type requires a tailored response.

Time is of the essence when it comes to ORM. Review management and Engagement is a critical process. In my experience, there will be downs, but it is how we handle it, that will define who we are. Even an Acknowledgement can help cool things. But that doesn't mean one should forget about the action to be taken. Remember to showcase what you have done. A good example that comes to mind is the way Indian Railways handles Tweets of Complaints by following up with tweets about their actions taken. Managing your reputation online is also about staying on-brand. The main goal is to avoid a scenario like United Breaks Guitars. Always.

Whether it’s a crisis or simply a trend, news story or something else that requires acknowledging and addressing, time is the most critical aspect. As a team or company, it’s important that everyone is not constantly running at full (or over) capacity. ‘Free time’ needs to be built into everyone’s priorities in order to react to the external environment, as well as allow creativity to flow.

This is most important, After each crisis, conduct a debriefing session to evaluate your team's performance and identify areas for improvement. Use insights to refine your crisis management plan and training.

What about creating role plays for different crisis scenarios like covid 19. Teams need to be trained on how to be agile and coping with change. Lots of companies were quickly agile and shifted all their work to be online like META while others closed their office and the concept of WFH got released as we say. This only can be done while your team is feeling safe and secured. When you have a healthy environment & your organization is always training your employees: - Having mockup client calls, - Understanding the latest trends, - Having weekly workshops - Attending online/offline events worldwide, They will be able to anticipate the meaning of the true developments.