Alright, we are back to discuss another topic, which seems to have gotten a lot of recent activity, crisis communication. This week, we explore how you can implement emerging media into your crisis strategy, and how social media can redeem a bad situation. Crisis communications in the public relations world can have many different interpretations depending on the reference, but here’s the fundamental definition: attempting to control damage to a brand or company’s reputation by third party sources such as media outlets. It’s the reverse of traditional public relations, where you’re trying to attract the attention and approval of third parties, earning media through your good works, your brand, your insights. Crisis communications turns that on its head by dealing with negative earned media.
Now, we all know that every organization is vulnerable to crises, and the days of ignoring them are over. Nowadays, stakeholders will not be understanding or forgiving because they’ve watched what happened with so many others such as Domino’s Pizza’s most recent mishap, which we discussed this week in class.
If a company doesn’t prepare for a crises, it will incur more damage. When I think about existing crisis management-related plans, what I often find is a failure to address the many communications issues related to crisis/disaster immediately.
The Dominos crisis of 2009, where two employees posted vulgar videos to YouTube that featured them adulterating and defiling food products. In “Fight Viral with Viral,” authors Cory Young and Arthlene Flowers of Ithaca College highlight Dominos’ social strategy. One particular note was that the company had a social media strategy in place, but they hadn’t planned to implement it until a week after the crisis began! In the world of social media, a week is a lifetime. Waiting that long to respond to concerns and negativity of your fans could be detrimental to the recovery efforts of the organization. In a crisis communications situation, something has gone wrong and the brand is on fire. There’s the something the company did or something they’re responsible for – the fuel. There’s the wave of public opinion – the heat, the energy. There’s the company’s speed of reaction to it – the catalyst. As with real fires, if you deny the fire any one of these sources, you break the chain reaction that causes fire and it burns itself out.
Waiting too long to begin a strategy sends the message that the company either doesn’t know about a problem, or that they are choosing to ignore it, or hoping that it will go away. While neither of these may be the case, it is important to remember that perception is everything. Your first tweet or post can be as simple as a quick rebuttal to acknowledge the issue and let the audience know that an official statement will soon be released. A simple message like this to followers demonstrates that the company realizes a potential crisis is emerging, and that they are working to gather all information possible before issuing a statement.
As a communications professional it is imperative to execute the established crisis plan. Once the company has a plan in place, add social media to the equation, and don’t forget to apply it because the life of the brand depends on it. Often, organizations leave their social plan for last, and do not make it a primary strategy. Organizations must remember that, while a traditional strategy for crisis communications is still crucial, your audience is on social media! Typically, a consumer may look to a company’s Facebook page or Twitter feed for news of a crisis before they go to a website to view a press release. Having the foresight to reach out to your social followers shows them that you actually know that a problem exists. In the above case study, it was noted that Domino’s was responding to tweets asking whether the company even knew about the videos, what they were doing about it, and why they hadn’t released an official statement.
Admitting that a crisis exists personify the company. Publics, for the most part, know that organizations have flaws, and are simply hoping that they recognize a problem and work to fix it. Being proactive in the company’s crisis strategy will put it on top of the situation, and will position it in the best possible light once the issue is resolved.
In conclusion, implementation of social strategies into your crisis plans is imperative. When a crisis emerges, position yourself ahead of the situation by acknowledging that a problem exists on your social platforms right away. This will give you time to investigate the situation and craft an official response, without ignoring your publics that show concern. Taking ownership of the plan shows leadership! When negativity does arise, remember that responding in a professional manner is always the best route. Do not ever delete or hide a post that voices concern or negativity, as this is only more detrimental. Do not wait to implement a social plan! Make it one of your first points of communication about the situation as it unfolds, and use it for its intended purpose of sending real-time updates to keep your audience informed. Using these strategies will assist your traditional efforts effectively, ensuring that you are remaining as transparent as possible.
I hope that you all enjoyed this post! As always, comment below and tell me what you think! Feel free to share on your social media platforms. Peace & blessings to you… Myra.