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There are a lot of best practices out there for managing a crisis. Having a strong community manager (Hi there!!) is KEY. Because you can:
A. discover issues quickly
B. get vital feedback from the community to make better decisions
#SMM #RavelryAccessibility 2/?
A. discover issues quickly
B. get vital feedback from the community to make better decisions
#SMM #RavelryAccessibility 2/?
What you should NOT do is call out people who are trying to bring an issue to you in a public way. Not as a brand. Not as a spokesperson for the brand. Your community is there to HELP you. They want you to succeed! And listening to them is critical. #SMM #RavelryAccessibility 3/?
For those who don’t know what Ravelry is, it’s a social media site for knitters, crocheters, and other fiber artists. They recently redesigned their website which is causing headaches and seizures among other things in some folks. #SMM #RavelryAccessibility 4/?
Their creator took to social media to criticize a friend of mine. Someone I met BECAUSE of Ravelry. She’s been working so hard to address the issue so that Ravelry is a usable website again for many people. #SMM #RavelryAccessibility 5/?
Please, brands and spokespeople on social... don’t do this. This is not how you handle feedback. Especially on something that is harming people. #SMM #RavelryAccessibility 6/?
Here are my tips for managing a crisis on social media:
1. Don’t attack those who are criticizing you.
2. Get on a phone call with someone and listen to understand.
3. Maybe go dark on social media for a while if you don’t have an answer yet.
#SMM #RavelryAccessibility 7/?
1. Don’t attack those who are criticizing you.
2. Get on a phone call with someone and listen to understand.
3. Maybe go dark on social media for a while if you don’t have an answer yet.
#SMM #RavelryAccessibility 7/?
4. Try to do what you can to address the problem. (Pro Tip: if several people are coming to you, it’s real.)
5. Don’t delete comments. Respond so folks know you’re listening and working on it. This only helps if you’re listening and working on it.
#SMM #RavelryAccessibility 8/?
5. Don’t delete comments. Respond so folks know you’re listening and working on it. This only helps if you’re listening and working on it.
#SMM #RavelryAccessibility 8/?
Point being... let your community help you. The best community managers are the ones who are advocates for their community.
And most of the time our work is highly under appreciated. #SMM #RavelryAccessibility 9/9
And most of the time our work is highly under appreciated. #SMM #RavelryAccessibility 9/9
