Doomsday prep:How to overcome a social media crisis in 5 steps

Alistair Roque Published on July 7, 2015

diverse-group-of-young-people-shocked-at-smartphone
No business can be spared from public criticism after committing even the smallest mistake. One wrong click, misspelled word, or insensitive post could lead to hundreds of hate comments or lost subscribers. Social networking sites, being highly volatile platforms, are common avenues for major public relations crises. The negative backlash from social media followers can easily ruin a brand s reputation in a matter of minutes.

A social media crisis, however, isn’t the end of your business. With the right crisis recovery plan, you can breeze through this online disaster and even gain a stronger brand reputation afterward. Here are some effective ways to save yourself from a social media disaster:

1. Investigate before you respond.

businessman-looking-at-tablet-through-magnifying-glass-in-the-dark

Unless you re dealing with a minor problem, the first step to any crisis management strategy is never to respond quickly. You need to study first the situation and understand completely how the mistake took place. Never rush yourself in assessing the problem. You need to know the extent of the damage caused by the social media error and how much damage control you’ll be needing. This knowledge will help you in planning your response.

 

2. Remove the source of the problem.

businessman-cleaning-dirty-and-grime-on-wall-with-handkerchief-to-reveal-beautiful-blue-sky

The longer the offensive material stays on your page, the more opportunities there will be for news outlets to pick up the news and talk about your mishap. More users can take a screenshot of it and share it to their own networks. The post should be deleted as soon as possible. This sends the message that you understand that the post was inappropriate and you’re now taking an action.

 

3. Acknowledge the mistake and apologize.

female-executive-covered-with-post-it-notes-shrugging-shoulder-apologetically

Although you must delete the original post, you shouldn’t delete the comments and responses of users no matter how harsh they may sound. Dealing with criticism properly can never be accomplished by avoiding or eliminating messages. This will just aggravate the situation, since people will be provoked by your lack of direct response. Instead of deleting humiliating posts, respond to each comment sincerely. Explain why things went wrong, and personalize each apology you send to those who left messages.

 

4. Spread the word.

artwork-of-hand-holding-letter-connoting-email-with-people-around-it-as-recepients

Sending direct messages to some followers or responding to comments isn t enough. To prevent further damage, you must use available communication channels in making people understand the situation. Explain how you plan to troubleshoot the problem. By publishing your words of apology on your website, social media pages, and blog, you can reach more people, including bystanders and future visitors.

 

5. Go back and make a safety check.

businessman-in-suite-standing-in-middle-of-the-field-looking-up-at-blue-sky-with-floating-red-umbrellas

Once you ve solved the problem and publicly posted an apology, it s now time to step back and see how you can prevent the same problem from taking place again in the future. Assess all contributing factors to the problem. If something s not working properly, fix it. Come up with a more stringent moderation or publishing cycle. Materials should now be screened more thoroughly before being posted online. Conduct a test run and see if your new content creation cycle leads to better results and less mistakes.

Businesses should always be ready for major social media crises, since no one is safe from committing human errors. Long before a problem arises, you must have a crisis management plan in place. This will help you resolve the issue and recover from its damages faster. Although you can t predict what error you might commit, keeping these steps in mind will lead to better reputation management regardless of the situation and mistake done.

Join us on facebook
Open Access BPO 3 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฎ๐˜‚๐—ป๐—ฐ๐—ต๐—ฒ๐˜€ ๐—ฆ๐—›๐—œ๐—™๐—ง ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€

Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 7 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 17 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 17 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 17 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 18 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

โ€œThis program is more than just planting trees; itโ€™s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,โ€ said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO