How do you keep your cool in a social media crisis? What do you say to customers on Twitter and Facebook if your web shop has been hacked? Or in case of a data breach? How to you make sure that the true story gets through? And how do you prepare for a social media crisis?
My name is Dirkjan Hupkes and with The True Story Company I help companies figure out the answers to these questions.
With more than 20 years of experience in reputation management and risk management, I know that during a crisis you don’t have time to figure out what you should do in terms of communication. You need to focus on fixing the problem at hand.
On the other hand, by not communicating in a timely and transparent manner you risk alienating your customers and ruining your good reputation with suppliers and the public. Especially with social media and an increasing attention to privacy regulations. After all Benjamin Franklin noted long ago that it takes many good deeds to build a good reputation, and only one bad one to lose it.
The core of good crisis management is being prepared. With a good preparation you know what can happen and what you should do when it happens. This is why I help you scan your company for possible sources of negative attention on social media in your company. Build on the likelihood and impact, I help you set up a plan. This plan will be sufficiently detailed to answer all the important questions without being overly prescriptive. This way you have the flexibility to adapt the plan to the circumstances. Finally, I can help you test the plan based on real life scenarios.
By following a structured approach, you will find yourself in a position where you feel prepared for any social media crisis. You can be confident that your true story will get through. So, you can focus on what is important in a crisis: solving the real issue so you can go back to business as usual quickly.
If you are interested in finding out how this would work for your company, send me a private message here and we’ll can discuss your true story over a (virtual) cup of coffee.