While the steps and theory involved in using social media for crisis management are a frequent topic on this blog, it is just as important to control who is interacting with your stakeholders and in what manner. In a recent article for the Social Media Examiner, Cindy King offered a spot-on list of guidelines for a successful social media team:
On one hand, the people interacting on behalf of your company must:
- Be knowledgeable of various legal terms and what they mean in your business environment, such as defamation, endorsements, intellectual property, and any form of wrongful disclosure
- Be aware of global implications of your online communication
- Avoid inappropriate comments about competitors or others online
On the other hand, they must also:
- Remain positive
- Be helpful and add value
- Be transparent
And in addition to this, they are entrusted with cultivating relationships and building community on your social media profiles.
The better your social media team is, the more goodwill it creates. Although the tone of discussions may vary between organizations, these guidelines are a good start for any business and across all platforms.
The BCM Blogging Team
https://www.bernsteincrisismanagement.com/