Social Media Crisis Management: Understand Your Market
“Know thy audience.”
It’s one of the core directives of crisis management, and communication in general. If you know who you’re talking to it instantly becomes easier to craft an effective message, and to avoid giving offense. Well, when it comes to communication we’re doing a TON of it on social media, so don’t you think you should know who you’re dealing with when you use each platform?
For more resources, see the Free Management Library topic: Crisis Management
[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, and author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also the editor of its newsletter, Crisis Manager]