Conflict resolution skills for Social Media
Lately I came across this great article about the importance of conflict management on Twitter.
Companies tend to hire marketing professionals to manage their social media accounts. They often think about the product and the selling and less what happens when there are crisis and conflicts on their social media platforms. If you hire a community manger make sure he or her has the skills to manage problems when they appear. Waiting and seeing is not the good strategy. Just like any conflict a misunderstanding on a social platform tend to get big very fast. The BIG difference is that is can get to thousands of followers in seconds and eventually take your brand down.
First thing to do? Well be sure as a company that the person in charge of your social media accounts has some experience with conflict management, crisis management and understands the importance of great customer relations (even more on social media platforms). If not get them as soon as possible a class on how to manage crisis and conflict on social media. For more information you can go to our website erelations.info and contact us to discuss the different possibilities. Or find other crisis & conflict specialists that specialize in social media platforms.
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