Successful Crisis Communication

The Berlin-based agency famefact offers comprehensive care. That crisis communication may not start when the crisis has spread in the meantime. As 85% of the companies surveyed indicated in a survey, to have drawn up a contingency plan for such cases. In contrast, only 21% have prepared for crises in the social Web. In doing so, just social media offer the ideal”address for criticism: A negative wall comment on Facebook is quickly made. This is the opinion of the masses, it may cause a flood of supporters, which provide air their frustration.

The example of so-called Shitstorms”can achieve this ultimately also the conventional media. Here the right strategy to find, is often a tightrope”and can only succeed if one is familiar with the special processes in the social Web. The social media strategy consulting company famefact offers comprehensive care his customers to do so in advance. Three basic rules which apply to: Social media means public communication! To delete unwanted comments or to answer the critics with-Mailadressen, seems to be a good idea only at first glance. People visit the sites of companies because they want direct contact. Any criticism in the bud is stifled or kept away from the side, the question whether is serious about the direct communication the company with its customers arises. A corporate presence in social networks is just no pure homepage, which offers only colorful pictures, but much more also a platform for the Exchange. The question is not whether but how is dealt with criticism so.

Keep quick response, but rest! Especially for unforeseen incidents, a comprehensive response is hardly possible after a few hours. However, it is important that the user feels taken seriously, even if the user is something have to be patient until a detailed answering of the questions. Apart from insults or personal attacks, deletion of contributions is taboo. Content relevant contributions should as constructive contributions are gratefully received, instead of provoking an accusation of censorship. In addition it however, to remain calm and to decline any blind actionism. A reply is written in a few seconds, but should be also considered as a press release. Careless statements can certainly fueling and wreak even greater damage by transfer or archiving. But the most important point is: preparation is the be-all and end-all! Even if you can requested some time by the community, a meaningful strategy can not work in this period. She must be planned well in advance, otherwise valuable time elapses and possibly wrong decisions in the heat of battle. The social media agency famefact offers a comprehensive service, starting from the in-depth analysis of user and practices on the respective platforms to the creation of specific procedures for the crisis. So while not every crisis can be prevented, but once is the worst case occurred, it pays to have a comprehensive strategy in the drawer. The Berlin-based agency famefact accompanied their customers here with the necessary Know-How sure crisis 2.0.