One of the keys to #successful #socialmedia #crisis mitigation is pre-crisis #planning. #VietnamWorks gives you some #tips about how to control #Facebook #crisis

1. How to make sure your Facebook page doesn’t become a PR trojan horse
Ho Chi Minh City: 66%
Facebook Crisis Management
In 7 steps

2. #1. Be there
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 Monitor keywords
 Monitor channels
 Be ready to act
 Keep your eyes on screen at all times
BE THERE
AND
GAIN CONTROL OF SITATION

3. #2. Carefully but quickly gain control of the situation
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Because it is important to realize that “response” isn’t enough, in order to be
effective, you have to be more than simply reactive.
You have to regain control of the situation.
You have to regain the initiative.
If you don’t, you will find yourself in a defensive position for days, and nothing will
get resolved.

4. #3. Introduce yourself, put a face, name and role to your official
presence
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Don’t just reply from behind a faceless corporate identity and avatar. Be a
human being and talk like a human being. Feel like a human being. Engage on
a personal level with commenter.

5. #4. Make a point to welcome the comments. Invite them. Keep it up.
Ho Chi Minh City: 66%
Be cordial, be kind, be professional, and assume
your role as the custodian of facts.
If someone claims something about your company
or products that is inaccurate, politely respond to
their comment with a link to factual information that
will help them reconsider their position
Without getting defensive or getting drawn into an
argument, the facts need to be stated.

6. #5. Create an area for Discussions on the Facebook page.
Ho Chi Minh City: 66%
This will give discussion topics their own
tab on the page, and a place for
people to go to start and participate
in discussions that isn’t necessarily the
wall:
- Move lots of the traffic and activity
off the wall, which isn’t a bad thing -
for obvious reasons
- Keep all of the conversations
focused. Instead of a mess of anger
and random grievances, you can
create a discussion thread for each
specific grievance.

7. #6. Recruit your detractors’ help in fixing the issues they are angry
about, ask your audience for advice and suggestions
Ho Chi Minh City: 66%
Redirect their energy, shift them from
anger to deliberate empowerment.
They’re angry at your company? There
are specific things they want you to
stop doing?
Take the discussion a step further and
ask them to give you better
alternatives to what you’re doing now.
Make them think about practical
solutions together.

8. #7. Follow-through
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What starts on Facebook or twitter or
wherever doesn’t stop when you get to
the other side of the activity bell curve.
Once the crisis is averted, you have to
take advantage of that little bit of trust
and collaboration you’ve helped your
detractors (and your bosses) glimpse.

9. #Our Tips
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Notes on tone, self control, and gaining control of an unstable crowd
1) DO NOT GET DEFENSIVE: Don’t get drawn into an argument, don’t argue. Listen!
Acknowledge! Treat every commenter with respect! Be professional! A lot of angry
commenters just want a fight. Don’t give them one. Offer them your ear, a platform, and
hopefully a solution.
2) DON’T BE A PUSH-OVER EITHER: Don’t let the angry numbers fool you. You’re the
community manager. You can and must assert your authority when people get out of
line. Do it calmly, do it politely, but let commenter know when they are out of line.

10. #Summary
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Be there -> Monitor -> Introduce yourself -> Acknowledge -> Engage -> Take charge ->
Redirect -> Manage -> Follow through.

11. Ho Chi Minh City: 66%

12. www.blogs.vietnamworks.com