How to manage a crisis with social media monitoring

When a social media crisis arises, and odds are, it will, social media monitoring is your best friend. With solutions such as real-time social tracking, you are able to monitor and analyse what is being said about your brand in the social media sphere, giving you the opportunity to correct any negative sentiment toward your brand, ASAP!

As a business, it is imperative to have a social media presence as this is the future of communication. Nothing spreads as fast as a tweet — and your consumers want to get their news, products or services quickly on a social platform of their choice.

Not convinced? Well, 76% of people make their purchasing decisions on social media. No matter what service or product you are offering, you need to market your brand on the right social platforms to get the right traction for your brand.

Now the problem arises … when you place your brand out there, you will give your consumer or competitors the freedom to say whatever they want as the social sphere belongs to everyone! So ...

The steps to handling a social media crisis?
First, stay calm. There are a multitude of tools available out there to help you through any crisis. Secondly — no, it’s not wise to just keep quiet and run away from social media. It is always advisable to face your problems head-on.

But how?

Regular monitoring of your brand and / or campaign mentions
The most effortless way to stay on top of your mentions is by using an automated service or tool to assist you. If the service can provide real-time alerts, even better!

Highly sophisticated services can highlight your mentions with the use of a visual heat map that uses gradients of colour to display at which hour in the day you receive more coverage, some even with a direct link to the actual posts. When there is a sudden spike in mentions at a certain time of day, this may be an indication of a crisis arising at which point an automated alert system will notify you.

In addition to the above, a good monitoring system can be set up to recognise when certain negative keywords are mentioned in connection with your brand or campaign, and be grouped into a dedicated folder of sorts for easy analysis. 

With the latest technology out there, you can rest assured that the social media sphere can be a less scary place — as long as you are proactive and have a solid system in place.


Want to know more about amaSocial crisis management and social mentions tracking? Contact us HERE.