Post by huma13453 on Feb 15, 2024 4:15:19 GMT -5
We have seen in previous posts what a Social Network Crisis Plan is and How to take care of our Online Reputation on Social Networks . Now it is the turn to establish a standard response protocol to common questions that may be asked on your social channels. The normal thing, especially in brands with a larger community on social networks and more social notoriety, is to have a response protocol to avoid wasting time in giving an accurate and quick response to a possible online reputation crisis. But what answers are those? How do I prepare this online reputation protocol to efficiently manage a crisis on social networks? Response protocol on social networks Thus, within our Social Network Crisis Plan, we have to have coverage so that our work team, the one that deals with these online reputation issues, works faster and more efficiently.
The response protocol is a classification of the types of responses that we will give on social networks depending on the degree of the crisis that occurs. In this way, the response protocol for a social network crisis allows us to respond in each social network in the best way, respecting the decision-making chain, and without leaving the user without an effective response. Types UK Email List of responses on social networks in the face of an online reputation crisis Responses to a mild online reputation crisis responses on social networks to a crisis We consider the first type of crisis to be mild, more bearable than serious online reputation crises, therefore. These responses are protocolized and the community manager on duty would respond. We are going to establish a question-answer protocol for a mild online reputation crisis How to file a complaint or claim. 9- Faulty assembly. 10- Unfinished or late service.
Answers: 1- Complaint verified as valid The normal thing is to respond with a lot of information, take the blame first, and make all the information available to the client or user available to process their complaint. 2- False complaint It is demonstrated that the information provided by the client or user does not correspond to reality, with all the information available, and we thank them for their collaboration to make the brand's customer service better in the future. crisis-plan-in-social-networks-protocol-steps Responses to a moderate online reputation crisis Now we have a moderate crisis, greater than the mild ones that we have given as examples previously, but not as serious as the most dangerous ones, which we will see later. Thus, in this case the answers should be given by the person responsible for the area where the crisis occurred , because he or she has more information and experience in that specific area.
The response protocol is a classification of the types of responses that we will give on social networks depending on the degree of the crisis that occurs. In this way, the response protocol for a social network crisis allows us to respond in each social network in the best way, respecting the decision-making chain, and without leaving the user without an effective response. Types UK Email List of responses on social networks in the face of an online reputation crisis Responses to a mild online reputation crisis responses on social networks to a crisis We consider the first type of crisis to be mild, more bearable than serious online reputation crises, therefore. These responses are protocolized and the community manager on duty would respond. We are going to establish a question-answer protocol for a mild online reputation crisis How to file a complaint or claim. 9- Faulty assembly. 10- Unfinished or late service.
Answers: 1- Complaint verified as valid The normal thing is to respond with a lot of information, take the blame first, and make all the information available to the client or user available to process their complaint. 2- False complaint It is demonstrated that the information provided by the client or user does not correspond to reality, with all the information available, and we thank them for their collaboration to make the brand's customer service better in the future. crisis-plan-in-social-networks-protocol-steps Responses to a moderate online reputation crisis Now we have a moderate crisis, greater than the mild ones that we have given as examples previously, but not as serious as the most dangerous ones, which we will see later. Thus, in this case the answers should be given by the person responsible for the area where the crisis occurred , because he or she has more information and experience in that specific area.
