Three steps to avoid a social media crisis
March 17, 2017,
ST. PETERSBURG, Fla. - Think your company won’t get hit with a social media crisis? Think again, says Julia Rosien, Restonic’s brand director.
Julie Rosien and Ron Passaglia, both of Restonic, at the ISPA conference.
She led a panel discussion on social media crisis management at the International Sleep Products Assn. Conference here, saying that savvy companies need to make plans now to avoid disaster later.
She said that managing online risk requires more than just daily monitoring - it requires a plan. And that plan needs to be communicated to and understood by everyone on the team.
Rosien outlined three steps companies should take to head off social media trouble later:
Step 1: Get it offline. Keep your communications online short and to the point, and take the issue offline. Get on a call to get the details you need to solve the issue.
Step 2: Assign a champion who makes the decisions and serves as a spokesperson if needed. Monitor from the management level.
Step 3: Respect the clock. Time is of the essence in social media.