Social Media’s Role in Crisis Communication and Reputation Management

Social Media

By Ryan Walsh, Prem Intern

There’s no escaping the fact that in today’s day and age, social media is one of the most crucial parts of running a business. It creeps its way into every aspect of business expansion–whether it’s through advertising, networking or customer service.

One of the most significant tools social media is now being used for is crisis communication and reputation management.

People have a problem with a business? They go to social media to talk about it. By doing this, not only are they warning other consumers, they are searching for a resolution from the company, according to Sleeping Giant Media’s article.

Because of this, businesses need to be social media savvy in order to address these complaints and get consumers back on their side.

When it comes to maintaining and improving your business’s reputation, using social media is a great place to take first initiative. If you use platforms to help your consumers and provide them with the information or help they need, they are going to recognize that and they will continue to build a strong bond with you. When others see this, you become a more reputable and trustworthy source in your industry, thus creating evolving relationships with your audience.

Social media is all about creating a lasting relationship with your consumers and giving them what they need. When you have this relationship with your audience and consumers, it will be harder to tarnish your reputation. Depending on the situation, your supporters will step up for you and will stay by your side.

One of the best parts about social media is that you can speak directly to your consumers and the public. You can set the record straight, answer people’s questions and post updates easily.

To help maintain your reputation, you need to be utilizing social media for this purpose.  

According to the Pew Research Center, around half of Americans receive their news from social media.

This statistic shows that if a company is having a crisis, they should release a statement on their social media platforms. People will be streaming directly to the profile of those in crisis to see what information they can get straight from you.

Crisis communication is crucial to managing a situation and maintaining your reputation as well. When you use social media to communicate with your consumers and the public during a crisis, you are showing that you value their concern and  are taking steps to address the situation.

Social media has begun to prove how it’s become a bridge between company and consumer. If you want your business to thrive and be a name to remember in the future, you’ll need to adapt this mindset.

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