Every quarter ICUC hosts a month-long series dedicated to one topic in the social media space. It’s a New Year, and a time for resolutions and hope: so get your social strategy in shape with our first ever “Boot Camp.” Just like a personal trainer, we’ll provide daily content to motivate, inspire, and educate both brands and social media professionals on everything SoMe. Best practices, tips, platform knowledge, tools you can use, advice and insight based on our expertise and experience – we’ll be sharing it all with you, everyday here at Snoo.ws. We hope you’ll stay tuned throughout the month!
Crisis management is one hurdle moderators are faced with almost daily in Social Media. Identifying the challenge and working towards an ideal, as well as successful, outcome defines how these situations can be handled in the future.
One example is a common story among many of today’s youths, bullying. In April of 2012 we were presented with this unique story from a fan that was shared on a Client’s page. The challenge in this situation was how can we escalate this in a way that we are keeping the Client’s best interest in mind as well as the fan without causing any negative reaction.
The outcome proved to be successful in that we were able to escalate this story to the Client and their Securities team while allowing this story to still be seen by others.
Working closely with the Client, their Security team as well as Facebook Family Services, this issue was turned over to local law enforcement. Within hours, local law enforcement along with the school district, reached out to our Client and the process of solution and safety for this fan was initiated. To add, over a period of a few days many people came forward in support with their own stories of bullying and how they were able to overcome.
Whether faced with a crisis or an opportunity, identifying the challenge is your first step in working towards a successful outcome. This process can help identify many ways for us to help Clients in the future as well as support the Client and their fans when needed.