While media platforms have always been used to attract public attention, it’s undeniable that social media has substantially increased the ability to drive publicity. This is great when it comes to desired communication like marketing content or positive messaging. But the problem arises when there is negative or controversial news that businesses would prefer to minimise. Many brands think that the best solution would be to avoid social media altogether. However, a lack of social media presence is not the answer. In fact, it’s likely to be a detrimental choice in the case of negative public fallout. If you are terrified of negative feedback on social media, read on to find out how you can turn a scary scenario into an opportunity.
Lack of Social Media Presence: Business Risks
Even if you are terrified of negative feedback on social media, not having an account does not prevent online commentary. It is actually likely to make things worse for a brand should unwanted publicity occur. Here’s why:
- The conversation happens whether or not you are there: if people want to talk about a brand, the discussion will take place regardless of whether or not social media pages for the brand exist. A brand can trend as a hashtag without having their own active social media accounts. Therefore, avoiding social media does not avert a possible scandal or bad publicity.
- Limited ability to respond: not having an established social media presence limits a business’s ability to respond should the need arise. Social media provides a way to communicate quickly and to reach large audiences. A brand without social media accounts will be at a disadvantage to every other online entity commenting on a matter due to a lack of infrastructure and existing audience.
- No crisis management plan or process: while no one wants to think about their business being in the spotlight for the wrong reasons, the reality is that it’s always a possibility. The difference between experiencing or avoiding major brand damage lies in being prepared. Having a crisis management system that includes internal processes, a social media response plan and contact list of advisers (legal, PR, HR, social media experts etc) is imperative.
- Prevention is better than a cure: the best way to protect brand reputation is to have a well-managed social media presence. Experienced social media planning and management aims at mitigating risk on an ongoing basis. This includes the content posted, responses to customers and other communication. And should an unforeseen issue arise, the impact will be minimised as well through the use of a specialist social media agency.
Social Media Risk Mitigation & Effective Management
The key to a positive social media presence lies in doing it properly. Platforms and activities should be managed by a team equipped with the necessary knowledge-based skills. In addition to publishing content in line with social media best practices and business objectives, great customer experience is vital. Customer service has to be responsive, agile and solution-based. When used effectively, feedback (both negative and positive) offer the following benefits:
- Opportunity for improvement: Patterns in terms of negative feedback reveal areas that need immediate attention. Taking corrective action results in an improved service offering.
- Opportunity to shine: The way that negative feedback or a complaint is handled can have a major impact on customer perception. Impressing an unhappy client by resolving a matter excellently is likely to turn that person into a satisfied ambassador singing praises about the brand.
- Research & Business Development: Feedback provides valuable insight into consumer preferences and behaviour. By analysing the correct social media data, businesses can base future plans accordingly, thus maximising success potential and promoting positive business growth.
In a consumer environment fuelled by social media and public commentary, the importance of an online presence is inescapable. The “ostrich” approach (head buried in the sand, ignoring reality) just does not work for businesses. Avoiding social media does not reduce the chance of trending online for all the wrong reasons. It just reduces the brand’s ability to respond. You should not be terrified of negative feedback on social media. The real solution lies in having strategies in place to mitigate potential risk, as well as to effectively manage the situation should a crisis occur. If an organisation does not have the required resources, its best to call in the experts. Either way, effective management of feedback and activities can contribute to valuable business growth and positive brand affinity.
As part of our service offering, Social Media 101 are able to consult with your business with regard to implementing tools and process for crisis management and risk mitigation. Get in touch to find out more.
