7 practical steps for managing a Facebook crisis

Speed, sincerity and sustainable action are essential to riding out the storm.

Speed, sincerity and sustainable action are essential to riding out the storm

I hate to be the bearer of bad news, but there is no recipe for handling a social media marketing crisis—nor can you completely prevent it.

I know, I know—many other blogs have published articles stating the opposite, and if you’re faint of heart you may want to head over their way. Otherwise, stick around for the truth.

First, even though they all entail angry mobsters trashing a Facebook wall and a desperate corporate team praying for mercy, every crisis is different. And second, if you could prevent a crisis then it wouldn’t really be a crisis—would it? Crises happen when you LEAST expect them and often in the midst of the implementation of some brilliant idea to promote your brand. Looking back at how you could have avoided it is merely “Monday morning coaching.”

Sure, there are measures you can establish to diminish the likelihood of a crisis; we’ll go into those later. But if you’re reading this article, chances are it’s too late for that and everyone around you is already banging their heads against your graffiti-covered Facebook Wall as fans continuously hurl trash at it, stating they will hate you forever and will die before they give you another penny.

1) Act quickly

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