By now you have read countless stories about Amy's Baking Company social media melt down the other day (if not, check out the story here). While the whole scenario may seem funny, it does offer a few bits of advice for those who run social media and are dealing with a crisis!
1. Don't Respond Right Away. It is okay to take a few moments and assess the situation or calm down if need be. A comment may upset you, but you will only make matters worse if you respond in anger.
2. Don't Feed the Trolls. The internet is FULL of trolls. We know this. As social media specialists we deal with them on a daily basis. Stop giving them fuel for the fire and ignore them.
3. Words Last Forever on the Internet. As we can see with the pictures in the previous links, Amy's Baking Company meltdown will forever be memorialized on the internet. It is important to remember that what we write on the internet (even if we try to delete it) can and will come back to haunt us....so be cautious about your responses. As a good measure, have someone outside of the situation read your response to make sure it is all kosher.
4. Don't Lie! Don't take a cue from Amy's and lie about your account being hacked. Sometimes the best thing you can do is just issue an apology, work to correct the situation and then let the matter rest. It will eventually work itself out.
Have more you would like to add to the list? Write a comment below!
**Update: Amy's Bakery has now brought on a PR firm to help them with this situation. Interesting...
xoxo-E
Wednesday, May 15, 2013
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