How do you measure the social media crisis management and reputation recovery efforts?

1 Identify your goals and objectives

Before you can measure your social media crisis management and reputation recovery efforts, you need to define what you want to achieve and how you will measure it. Your goals and objectives should be specific, measurable, achievable, relevant, and time-bound (SMART). For example, your goal could be to restore your brand reputation within six months, and your objective could be to increase your positive sentiment by 20% and reduce your negative sentiment by 50%.

3 Benchmark your pre-crisis and post-crisis data

To measure the impact of a social media crisis and the results of your reputation recovery efforts, you need to compare your pre-crisis and post-crisis data. You should establish a baseline for your KPIs and metrics before the crisis occurred, and then monitor how they change during and after the crisis. You can use tools like Google Analytics, Social Mention, Hootsuite, or Sprout Social to collect and visualize your data. You should also consider the external factors that may influence your data, such as seasonality, trends, or competitors.

4 Analyze your data and report your findings

The final step is to analyze your data and report your findings. You should look for patterns, trends, and insights that can help you understand the impact of the crisis and the effectiveness of your response strategy. You should also identify the strengths, weaknesses, opportunities, and threats (SWOT) of your crisis management and reputation recovery efforts, and provide recommendations for improvement. You should present your findings in a clear, concise, and actionable way, using charts, graphs, or dashboards to illustrate your data.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?