In a crisis, consumers need honest answers and they need them fast –- and no messaging vehicle is better suited to meet this demand than those fueling the crisis in the first place. Transparent engagements in the online communities, where your customers already live, provide a credible and direct channel for the answers they need.
This quote from a Mashable article explains why it makes sense to get involved in social media and other online communities, rather than stay a mere topic of conversation. If there’s any question as to the difference these services make for crisis management, just track the spread of news about any corporate crisis in the past year. The difference between the successes and failures was that successful strategies took advantage of online networks to keep the public informed and share their story, while the failures either hesitated too long or neglected to altogether.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/