Sticky stuff: How to plan for difficult social media situations
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There's a chance the visitors disrupting your social media are spammers. But it's more likely they're your customers or community members.
If you don’t wish to alienate them, it's essential to plan for anything the Internet throws your way.
During this session you will learn:
- What people generally want when they're upset
- How to deal with an upset customer on social media
- How to handle the unexpected (it gets weird sometimes)
- The importance of having and enforcing a comment policy
- When it's okay to delete a post from your Facebook or YouTube comments
- What to do when you really don't have an answer
Chances are you lobbied your bosses to use social media. When the going gets tough, you need to prove you can handle it.
Social media has quickly changed from an entertainment to an essential tool for talking to your public. Even if you already use Facebook, Twitter and YouTube, ask yourself the question: Am I ready to deal with a PR disaster on a very public social media platform?
Find out what people want when they are upset, and what you can do to cool them off. Learn from real-life cases: For example, unhappy customers posting on social media— and how Frederick Memorial Hospital has successfully handled things.
What if your social media critic is demonstrably wrong? What if they issue veiled threats?
Find your sense of humor. Assume positive intent. Have a policy. And above all, learn the meaning of “Don’t engage the chicken.”
Amanda Changuris is the marketing and communications specialist at Frederick Memorial Hospital in Frederick, Maryland, where she leads their social media and video production. She and her team do just about every type of communication you can imagine, from internal and external websites to print, television and radio ads, to public relations, community outreach and event planning. Before she began marketing, Amanda worked in the TV and radio news businesses—anchoring, reporting, producing, videography, linear and non-linear editing, and lots and lots of writing.