Deal with the problem quickly and strategically

[sumaia45]

And under no circumstances delete a mention or comment , as this will only make the problem worse.

Deal with the problem quickly and strategically - TWO Digital

With the support of your crisis response team, prepare an official statement informing that your company is aware of the problem and is seeking solutions and taking action to resolve it.

Nobody likes opportunists, so pause sales and advertising campaigns , as they may give the impression that your company is indifferent to the situation, or even worse, is taking advantage of the crisis to sell more.

Now, be very careful at this point, because communication that is email data misunderstood by your audience can be harmful and increase the scale of the crisis. There is no need to justify yourself excessively , but acknowledge that the problem exists, people have been harmed and your company is seeking to resolve it as quickly as possible.

The same should be done internally with employees, customers and social media audiences, however, adapting communication to meet the reality of each of these profiles.

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Monitor EVERYTHING

Monitor everything that is said about the topic, and in specific cases of aggressive users, always try to take the conversation private in order to resolve the problem individually so that it does not spread to others involved.