Recovering From Social Media Disaster

There’s a ton of excellent information available on how to avoid a social media slip-up, but accidents are inevitable. Nowadays, people are managing multiple professional and personal accounts on multiple platforms, and its way to easy to mix up all those accounts. So, what do you do in the event you post something personal on a professional account? Well, the good news is that there have been several social media PR disasters in which the companies were able to turn the situation into something good. From them we have learned a few tips to help you bounce back from your social media catastrophe.

Social media slip ups can do serious damage to your brand. These errors can range from the Inappropriate opinion or insensitive comment to vulgar language. The best way to recover from these types of accidents are to be quick, be honest and humble, and try not to take yourself too seriously.

Be Quick: Information can spread like wildfire on social media sites, so it’s imperative to address any mistakes ASAP. Stay an active participant in conversations on your social media accounts, that way you can quickly catch any comment that may be offensive.

Be Honest & Humble: Sometimes it’s hard to own up to our mistakes. But rather than ignore, deny, or defend any offensive comment posted on your business’s social media account, you should quickly own up to your mistake and show your followers that someone behind the brand is trying to correct the situation. One of the best ways to recover from a social media PR disaster is to create a good name for your brand by doing well by your customers over a long period of time. That way, if something happens, your customers know that it’s not really you.

Don’t Take Yourself Too Seriously: Mistakes happen! You don’t want to overreact or blow the situation up by making a bigger deal of the mistake. A really great example of a company taking an accidental tweet in stride is the Red Cross. In February, the Red Cross tweeted:

They quickly responded “the Red Cross is sober and we’ve confiscated the keys.” The Red Cross was able to effectively recover from the slip by acknowledging the mistake, apologizing, and even making a little joke out of the situation. It also doesn’t hurt that they were able to sneak in a little tip about driving safely.

The important thing is to listen to your audience for both positive and negative feedback. It is much easier to deal with an errant post if you how you how it has offended your audience. That, and taking accountability if you have legitimately offended part of your audience.


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Posted on September 19, 2011, in Social Media and tagged , , , . Bookmark the permalink. Comments Off on Recovering From Social Media Disaster.

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