In crisis situations, it is crucial to avoid acting impulsively. Often, the urgency to prevent the crisis from escalating can lead us to give inappropriate responses or express inappropriate ideas, which can make the situation worse.
In the case of the example we are using, if you start to notice a lot of negative comments related to a deleted tweet, it is important that, as a cautious person, you already have a plan in place to handle this type of situation.
Remember: "A cautious person is worth two".
If you are a community manager, you may make the mistake of posting personal comments or opinions on the social networks of the brand you are managing. Depending on how you handle the situation, this can be serious or simply an anecdote.
Action Plan For Action During a Crisis
Depending on the severity of the situation, here are different categories of action you can consider:
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Controllable Situation: If the situation doesn't escalate beyond a few negative tweets, it may be best not to comment on it. Sometimes, silence can work in our favor and benefit the brand.
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Critical Situation: If the situation becomes more critical, it is important to publish what happened and apologize, making it clear that the opinions expressed do not reflect the brand's position. In this case, coordinate your actions with other community managers or your superior. If you do not have a superior, proceed according to your own criteria and consideration.
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Out of Control Situation: If the situation gets out of control, it is best to put together a joint plan with other departments or entities that can help mitigate the impact. It is essential to seek collaborative solutions in this case.
It is worth mentioning that each crisis is unique, so there are many possible solutions. However, if you remain calm in a crisis situation and analyze what is happening, you will be able to find the best course of action.
I hope to see you in the next class, where we will learn about the importance of working as a team to solve a crisis.
Contributed by: Karla Lorena Cord贸n Trejo
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