The Ona Saenz crisis took place on Facebook , so her statement was published on that same social network. A wise decision, given that it is advisable to respond to the crisis by the same means in which it was generated. If negative comments are removed or disgruntled users are blocked, the brand will only show that it cannot handle the crisis professionally. It is important, then, to accept the response that an erroneous campaign generates and to recognize its failed points in order to manage the crisis in the most correct way possible. YOU CAN'T MISS A PLAN A crisis plan is essential, to be prepared for any contingency.
Cases like these jeopardize the reputation of the brand, so difficult to build and so easy to be ruined. Preserving the reputation of the brand then becomes essential, all the people who are part of the company must know what happened and their responses be aligned in the same executive email list direction. LEARN FROM THE CRISIS When the brand overcomes the crisis, everything that happened must be evaluated what happened? Was it acted on time? Was the action plan appropriate? Did the work team face the crisis as such, as a team? Is it necessary to change the crisis plan? What can we learn from this whole situation? As in all aspects of life, each crisis management in social networks is a learning experience. All moments of difficulty can leave us with an important and valuable lesson.
Evaluating what happened helps us to better face and be more prepared for a similar situation that may occur in the future. In December there are many people who take their vacations to take advantage of giving them space to rest after a long year of activities and community managers are no exception. However, if you are one of them and you are going to take days off, you must be very attentive to your scheduled content. Let's remember that scheduled content is vital to feed the quality and quantity of functions performed by the community manager. Social networks never stop, it doesn't matter if it's a holiday, holiday or New Year's Eve, content is the order of the day and users are there enjoying their leisure time within them.