Social media is a good servant but a bad master. Especially when you’re battling a crisis.
From service failures and rogue employees to product quality issues—virtually any lapse can be blown out of proportion online.
What should you do when a major crisis erupts? How can you counter the wave of negative public opinions that emerge, especially online?
Well, it really depends on the circumstances. As the saying goes, having the best hammer doesn’t mean that every problem is a nail. Similarly, managing communication crises requires you to first diagnose the cause and effect of the issue before prescribing the right public relations strategy.