Social media platforms can be mixed blessings for government agencies and the private sector. While Facebook, Twitter, LinkedIn, and other sites can be used to reach target audiences quickly in a crisis, the messages and misinformation people post on the platforms can create a crisis for organizations.

In this episode, Shannon Tucker, vice president of NextPR, shares her advice on how to communicate when a social media-related crisis strikes.


Quotes

If the comments are racist or derogatory in nature, I would say leave them and determine if it's a best practice for you to respond or to ignore. - Shannon Tucker

Smart social media management won't please everyone. It's better to stand for something and attract loyal customers, even if some people want you to stay in your lane. - Shannon Tucker

Quickly, assertively, and say something substantial if you're going to get involved with a certain crisis . - Shannon Tucker

I want to really double down on the importance of having a crisis communications plan with a social media strategy. - Shannon Tucker

Featured Guest
Shannon Tucker
Vice President, Next PR
https://www.nextpr.com
https://www.linkedin.com/in/shannon-tucker-42756a31
https://www.instagram.com/nextpr/

Chapters
00:00 Introduction
01:00 Shannon’s experience in social media related crisis
01:48 social media platforms create crisis
03:53 How quickly should companies respond on a social media crisis
04:20 Different approaches of gov’t and private sectors on social media crisis
05:40 Humor as an approach to social media crisis
07:14 Social media crisis management planning
09:18 Risks and warnings of social media platforms
10:35 Incorporating social media crisis into their crisis plan
13:04 Considerations for responding to crisis and Issues
14:12 Managing social medias
15:52 Good and bad Social Media crisis responses
19:55 Security threats from social media
20:25 The Importance of Glassdoor in social media management
23:07 Final takeaways

Produced by Heartcast Media
www.heartcastmedia.com