fbpx
Potentash
  • Relationships
    • The Singlehood Series
    • Dating
    • Sex
    • Parenting
  • Lifestyle
    • Home
    • Food + Beverage
    • Fashion
  • Fiction
    • Short Stories & Poetry
  • Skin + Beauty
    • Skin
      • Skincare
    • Hair
      • Haircare
  • Wellness
    • Physical Health
    • Emotional Wellness
    • Mental Wellness
    • Social Wellness
    • Spiritual Wellness
  • Business
    • Business Finance
    • Personal Finance
    • Entrepreneurship
    • Investments
    • Personal Investments
  • Travel
  • Entertainment
No Result
View All Result
  • Login
Potentash
  • Relationships
    • The Singlehood Series
    • Dating
    • Sex
    • Parenting
  • Lifestyle
    • Home
    • Food + Beverage
    • Fashion
  • Fiction
    • Short Stories & Poetry
  • Skin + Beauty
    • Skin
      • Skincare
    • Hair
      • Haircare
  • Wellness
    • Physical Health
    • Emotional Wellness
    • Mental Wellness
    • Social Wellness
    • Spiritual Wellness
  • Business
    • Business Finance
    • Personal Finance
    • Entrepreneurship
    • Investments
    • Personal Investments
  • Travel
  • Entertainment
No Result
View All Result
  • Login
Potentash
No Result
View All Result

Dealing with a social media crisis

Rayhab Gachango by Rayhab Gachango
July 13, 2013
in Uncategorized
Reading Time: 3 mins read
56 4
0
72
SHARES
398
VIEWS
FacebookTwitterWhatsApp

social media crisis

Social media is such a great tool for PR practitioners and companies. It helps us to communicate with customers directly. We are able to engage with our publics and be able to have more interactive communication. It has helped companies like Safaricom to be able to deal with customer service issues. It is hard sometimes to get through to customer care on the telephone. Yet when you post something on twitter it is possible to get a response quickly, like with Safaricom within half an hour you have a reply. Social media is so WOW!

But what happens when there is a disaster or a mishap. And customers rant about how your company doesn’t care. Or how you are treating them badly. We have seen how Art Caffé got a bad reputation due to (alleged) issues of racism and croissants. Last weekend Kenya Airways had an incident in Greece where their plane had to make an emergency landing due to a fire warning indication in one of its cargo holds. Muthoni Ngonga updated her twitter TL on what was going on. Talk about exposing a company’s dirty linen in public.

So how do you deal with such an issue? I was reading a great article on corporate crisis mismanagement by the Economist. It talks about some of the things you should do when there is a crisis. These include: be visible, accept responsibility, just deal with the facts, be sensitive to the local environment. Check out the article here on Think before you speak on how to manage a crisis situation.

Crisis-Triggers-1024x1024

I was challenged the other day on how our organization would deal with such a crisis. It’s something that has got me thinking about strategies to deal with such a crisis. One of my friends a fellow PR practitioner said that the passengers should have been grateful that their plane landed without difficulties. Our customers don’t see things the same way. There are so many dynamics to such a situation and if you behave like your customers should be happy that things were not as bad as they could have been you will lose customers and lose brand credibility at the same time.

In Kenya social media use by PR practitioners and social media consultants for managing company reputation and image is still in the growing stages, in the teething phase you could say. In this era where the customer gets information easily on the internet it is important to take a proactive role in dealing with customer issues. Just because you have a PR strategy on how to deal with the situation doesn’t mean that it will work. We have to be careful how we treat customers and deal with each individual complaint. Otherwise the situation will come back to bite us with a bang. And many times on social media it becomes very hard to undo the damage once done.

socialmediatriage

Crisis-decision-tree-FINAL

Avoid-a-Social-Media-Crisis-862x1024

Share29Tweet18SendShare5Pin6
Previous Post

Love Confessions – Bonuke Brenda

Next Post

I hate your tribe – Euticus Aziz Mola

Rayhab Gachango

Rayhab Gachango

Potentash Founder. A creative writer and editor at Potentash. Passionate about telling African stories. Find me at hi@potentash.com

Next Post

I hate your tribe - Euticus Aziz Mola

Please login to join discussion

Recommended

Hand spraying potted plant's leaves - Mistakes that may be killing your indoor plants

5 Gardening Mistakes That Are Killing Your Indoor Plants

February 12, 2022
44
Image from https://buff.ly/3lDhHnq

The Singlehood Series: My Crazy Ex Threatened To Beat Me Up After I Broke Up With Her

October 12, 2020
2.6k

Popular Stories

  • Couple holding a baby. Image from https://www.cdc.gov/ncbddd/stillbirth/features/kf-black-mothers-stillbirth.html

    The Singlehood Series: Her Husband Demeaning Her For Not Having A Normal Delivery Was The Straw That Broke The Camel’s Back

    499 shares
    Share 200 Tweet 125
  • After 2 Years Of Raising My Daughter I Found Out I Wasn’t Her Father

    2473 shares
    Share 989 Tweet 618
  • The Singlehood Series: Dating With A Chronic Illness Taught Me How To Put Myself First

    221 shares
    Share 88 Tweet 55
  • The Unexpected Love Of My Life

    290 shares
    Share 116 Tweet 73
  • The Singlehood Series: I Found Out My Husband Was Planning To Divorce Me Through His Google Search History

    35 shares
    Share 14 Tweet 9

Potentash Blog

Potentash

Potentash is an award-winning lifestyle blog. We publish lifestyle content that intersects with health, women, beauty, travel, business, relationships, finances and entertainment.

Categories

  • Ethics Statement
  • Terms & Conditions
  • Privacy Policy
  • Contact Us

Copyright © 2022. Potentash, In Partnership with Decima

  • Login
No Result
View All Result
  • Relationships
    • The Singlehood Series
    • Dating
    • Sex
    • Parenting
  • Lifestyle
    • Home
    • Food + Beverage
    • Fashion
  • Fiction
    • Short Stories & Poetry
  • Skin + Beauty
    • Skin
      • Skincare
    • Hair
      • Haircare
  • Wellness
    • Physical Health
    • Emotional Wellness
    • Mental Wellness
    • Social Wellness
    • Spiritual Wellness
  • Business
    • Business Finance
    • Personal Finance
    • Entrepreneurship
    • Investments
    • Personal Investments
  • Travel
  • Entertainment

Copyright © 2022. Potentash, In Partnership with Decima

Welcome Back!

Sign In with Linked In
OR

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In