Proper usage of social media can be a source of success for any company. However, improper usage can be a disaster. Some of the biggest brands that have suffered from social media backlash include Nestle, Snapchat, New York Times, Starbucks and US Airways. With increasing incidences of social media blunders, it is becoming critical to have skills of handling backlashes that might arise. The following are the best tips for handling social media backlash:
1. Prompt address
Backlashes need to be addressed immediately they arise. Leaving them to stay for long might be detrimental as it will reach more individuals. This means that you must be very active in social media. You must also know occurrences in different social media platforms. This because one platform is enough to can destroy your reputation in case of any backlash.
2. Acknowledge the mistake
In times of social media backlashes, most companies will be defensive while trying to divert attention. However, this might prove costly as it might escalate the problem or make it persistent. The best way to handle a social media backlash is to acknowledge the problem and apologize where necessary. Acknowledging the mistake will prevent it from becoming bigger and spreading. It also helps the company avoid repeating the same mistake.
3. Get facts
It is difficult for anyone to address a problem without understanding it. To solve the problem of social media backlash, one will need to get the facts about the cause of the backlash. Aimed with the facts, you can develop strategies for addressing the concerns arising from the backlash.
Some companies have developed a technique called counterattack. Under the counterattack technique, the company sponsors posts that counter the effects of a backlash. If your counterattack method is successful, it will neutralize any social media backlash. With the increasing frequency of social media backlashes, organizations need to develop a counterattack plan.
5. Maintain professionalism
Responding angrily to mistake is not helpful as it may amplify the problem. Being a professional ensures that one not only understands the problem but can also provide better solutions. Being professional may help the company win back the lost trust and improve its reputation.