A social media crisis is common yet it can break a brand’s reputation in minutes. There are numerous factors that could cause it such as catastrophic marketing fails but most of the time, it springs from inappropriate content posted online or action is done by a celebrity, public figure, or brand.
Bad news spreads on the internet like wildfire and waiting for a social media crisis to go away on its own will never help: once it’s out there, it’s out there for good. Social media marketing fails, no matter how long ago, have a chance of resurfacing even at the slightest provocation or reminder.
Remember United Airlines’ drag and drop incident with Dr. David Dao? It still feels recent but that issue is almost two years old already! And so is Kendall Jenner’s Pepsi ad gaffe which spawned parodies and garnered enough backlash that the video was taken down almost immediately.
PR blunders are unavoidable, and social media platforms can be a great tool to help manage it.
Here are a few tips to help you quell down public outrage should your brand be in hot water.