• David Perry

Three steps to avoid a social media crisis

Julia Rosien shares insights at ISPA Conference

ST. PETERSBURG, Fla. - Think your company won’t get hit with a social media crisis? Think again, says Julia Rosien, Restonic’s brand director.

Rosien Passaglia RestonicJulie 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.

“Companies that plan ahead for a crisis - lesson 1: it can happen to anyone - can find salvation,” Rosien said. “If done quickly and correctly, that lynch mob can be transformed into a devoted congregation, ready to once again sing their praises.”

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.

David PerryDavid Perry | Executive Editor, Furniture Today
dperry@furnituretoday.com

Hi, online readers. I'm David Perry, executive editor of Furniture/Today, and the writer on the mattress beat. Get my musings on mattresses on our web site and on my Twitter feed. And let me know what you would like me to write about in the wonderful world of mattresses.

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