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How to deal with bad press when managing social media accounts?
I’m managing social media for a semi-large brand and they had some bad press, so their socials are getting hammered with negative comments. I’m unsure of the best way to handle this. Responding to them all doesn’t seem right, but I can’t afford to just go dark and not post anything. What is the best way to approach this situation? The social media team has nothing to do with what happened, but we’re in the crosshairs over it.
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1 Reply
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Get someone experienced before it gets worse.
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1. Understand you’re not solely responsible for dealing with the activity thats receiving negative press, which it sounds like you know already.
2. Touch base with your team and any other communications experts available. Let them know whats happening and discuss if there are any solutions you can provide to your social communities.
3. Communicate that to your audience in an authentic way. Control what you can, and whatever you can’t, don’t try to.
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