These days community managers are increasingly identifying the need to be more proficient in dealing with negative comments in their online communities, super fun online trolls and (if they’re lucky) finding themselves smack bang in the middle of a social media crises.
Recently I was asked to speak in front of 85 community managers at Mumbrella’s Community Management Master Class in Melbourne. Throughout the 1 hour talk, not only did I bombard the audience with topical strategically placed LOLcat pictures (trust me, a few LOLcats pictures can make even the most seemingly boring topic engaging), but I also provided examples of potential techniques community managers can use in dealing with negative comments and trolls, and some tips on how to prepare management and internal processes to deal with a social media crises.
You can view the full presentation on Slide Share here:
My top 3 tips:
- Have the right processes and social media monitoring software and alerts in place to help you identify potential crises early. Only 32% of previous social media crises have occurred on Facebook and Twitter, so ensure your also motioning where they are more likely to occur such as blogs, forums, and YouTube.
- Less than half of socially engaged brands and agencies have formalised crises escalation processes in place. Everyone brand in social media should have an agreed upon tiered social media escalation process that suites their organisation.
- Whilst community managers may have fantastic written communication skills, often one of the best ways in dealing with community critics and trolls is to take the conversation offline and engage over the phone instead. Agencies and brands should ensure that either the communities managers themselves have the gift of the gab over the phone, or have the appropriate customer service/PR/spokespeople available to assist.
Have any more tips on how to prepare and deal with a social media crises? Please feel free to leave them in the comments below.