Prevention is the most effective form of crisis management because, if executed well, it can stop a situation from becoming a crisis at all. Social media can be very useful in this role, as this quote from the FreshNetworks blog demonstrates:
I have a client who once said to me: “We want to use social media to attract more complaints”. This may seem an odd thing to say, all too often attracting complaints is a reason people cite for being anxious about using social media. But this client knew that one part of their service didn’t always perform as well as they might hope. They also knew that nobody ever really complained to them. They must be complaining somewhere, they thought, and we’d like them to be complaining to us.
What may seem like unorthodox thinking was an excellent way to cut straight to the heart of the issue and find out what the client’s problems were, directly from their own customers.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/