¿Cómo aprendí a lidiar con crisis en redes sociales?

How to deal with a social media crisis?

Managing a social media crisis can be one of the most challenging tasks for any company or individual, especially in today's digital age. Crises not only affect a brand's reputation, but can also directly impact its financial results and the trust of its audience. In this course taught by Alina Poulain, a communications expert, we will learn how to effectively navigate difficult social media situations with professionalism and responsibility.

What experiences does Alina Poulain bring to the course?

Alina Poulain is a communications expert, trained at the Universidad Anahuac in Mexico. Her career includes prominent roles as social media director at SinEmbargo and head of information at ADN40. Since 2013, she has managed the agency "Interesantes", specializing in social networks and content. She has worked with journalists, helping them deal with bots, threats and critical situations in social networks. In addition, her extended experience with hotels and restaurants has taught her the importance of a dedicated and empowered social media management, understanding that the flow of these platforms is 24/7.

Why is it crucial to have a crisis management plan?

Social media crises can arise at any time and escalate quickly if not managed properly. For this reason, having a plan is crucial to:

• React efficiently and effectively to the situation, mitigating potential damage.
• Involve different areas of the company to ensure a coordinated approach.
• Maintain transparency with the public, which helps to regain and maintain the trust of customers and users.

How to avoid blaming the community manager?

Often, the community manager is the one who faces the initial onslaught of crises, but it is essential to recognize that:

1. The crisis is a complex problem that involves the entire company. It cannot be solved by pointing the finger at a single culprit.
2. Success lies in interdepartmental collaboration, where everyone involved in the company must provide clear and effective responses.
3. True leadership lies in taking responsibility, learning from mistakes and building a better approach for the future.

How do you select the right tone and platform to respond?

Responding to a crisis involves not only a clear message, but also knowing how and where to communicate it:

• Identify the right platform based on where the crisis originated or where it has the greatest impact.
• Adjust the tone to be appropriate to the situation and audience. An empathetic and professional approach helps defuse tensions.
• Be transparent and honest, showing the company's willingness to resolve the situation satisfactorily.

What kind of critical situations can arise in a project?

When working with applications or services, as is the example of a food delivery application, several critical situations may arise, such as:

• Late or inaccuratedeliveries that affect the customer experience.
• Unexpected problems, such as finding foreign objects in orders.

These scenarios are a call for preparedness and clear problem-solving protocols.

How do we prepare for a social media crisis?

Preparation is the key to minimizing the impact of a social media crisis. This course provides the necessary tools to:

• Develop an action plan before, during and after the crisis.
• Adequately train the team in charge to react proactively to adverse situations.
• Create a lessons learned manual to serve as a guide for future eventualities, ensuring that they are addressed in an informed and effective manner.

Participating in this course is the first step to turn challenges into learning opportunities and improve brand perception in an increasingly demanding digital environment. Join us to be part of this experience!