Manejo de crisis con Social Media

En cualquier momento una empresa puede estar expuesta a diferentes crisis y situaciones adversas o incomodas que generan gastos financieros, pérdida de tiempo,  dinero y hasta pérdida del personal. Nosotros en RUBICA tenemos un pensamiento que compartimos con nuestros clientes: el problema no es la crisis, pues gústenos o no esta llega en cualquier momento, el problema real es no estar preparados para cuando llega.

 

En social media y el mundo 2.0 podemos estar preparados mediante planes de contingencia o protocolos de manejo de crisis para salir de los oscuros y no deseados tiempos adversos sin problemas mayores y con la imagen en alto.

¿Cómo estar preparados para una crisis?

-Monitoreo constante

Internet  permite detectar las crisis antes de que exploten. No hay necesidad de supervisar 24/7 ni gastar abrumadoras cantidades de dinero. Si tenemos a nuestra disposición, una herramienta social media,  gestionamos y vigilamos intuitivamente los canales virtuales, podremos recibir las primeras señales  cuando algo adverso puede estar empezando.

-Activa alertas de tu marca:

Social media nos permite activar alertas en diferentes canales cuando hay un aumento repentino en la cantidad de mensajes o notificaciones acerca de una marca en Internet. Estos aumentos repentinos no siempre son indicios negativos, pero más vale prevenir que lamentar. También con tan solo unos clics podremos obtener una idea de lo que está pasando, las raíces del problema  y que tan grande es lo que puede venir.

-Tener el protocolo de manejo de crisis a la mano

Una vez definida una estrategia digital, es importante acompañar ésta de un protocolo de manejo de crisis, que debe ser comunicado a todos los involucrados en la empresa. Estos protocolos deben estar claramente definidos para cada situación y deben ser encontrados con facilidad para cualquier persona en cualquier situación.

-Mantener la calma y no ignorar.

Puede que el proceso de resolución de la crisis en el protocolo lleve un tiempo, mientras tanto es importante no perder de vista cómo evoluciona el tema. Si las personas exigen respuesta de la empresa, es importante hacerles saber que se está trabajando en el problema, que se les está escuchando y que se estará dando una respuesta en breve a las incomodidades.

-Informar a la comunidad virtual.

Esta debe ser una reacción casi inmediata, hacerle saber a la comunidad que ya se han identificado los problemas y puntos clave de la situación y que pronto serán tomadas las acciones necesarias, esto habla mucho de una marca en cuanto a compromiso sobre sus grupos de interés.

Compártenos tus comentarios.

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