If your business uses social media you are hopefully actively engaging clients on a regular basis. This is a great way to increase visibility, share what you are up to and stay at the top of your clients minds. Social media comes with its own set of risks. Negative content, such as bad customer reviews or unfavorable comments, may appear on your company’s social media sites. While social media allows a company to more directly interact with both existing and prospective clients, you should expect that customers can and will use your site to share positive experiences and also air grievances. It’s also important to be aware that incidents, especially negative ones, travel like wildfire and can be viewed globally in a very short amount of time which can potentially lead to disaster if not managed correctly.
Consistently monitoring the activity on your company’s social media sites is key. Devising a plan to respond to any positive or negative content to protect your company’s reputation should be at the top of your to-do list. One step can be to have a social media policy in place in order to mitigate risks from within and to set boundaries for your employees. Another critical step is to have a crisis plan to appropriately address feedback & comments that come from your customers which are posted on your sites. Below is an action plan flowchart to help you determine what the right course of action might be depending on the situation.
If you have questions about social media use, policies or improving your social outreach, you can call the FBinsure main office at 508-824-8666 and speak to our Digital Experience Coordinator, Brenna Gimler or reach out through email: firstname.lastname@example.org