Why is Crisis Management Important?

Be better prepared for any emerging crises and identify any potential risks to your business with Crisis Management preparation.

Crisis Management Techniques

Most organisations will have a minor or major reputational issue online at some point due to social media. Therefore, it’s important to have a crisis management procedure in place. Early and effective crisis response is the key to reducing the negative impacts’ lives.

Crisis Management cycle

Listen

Organisations can control what they post and share online, but cannot control what others say about them. Crisis management involves listening to the online buzz around an organisations products or services. When you establish benchmarks for your brand, include the average number of negative mentions. This being said, we are able to look into the types of positive and negative comments with sentiment analysis. Consequently, this can generate alert triggers, such as email notifications, which will establish early warning signs of an emerging crisis.

Line graph showing the positve and negitive sentiment associated with crisis management

Identify Potential Crises

Consequently, triggers based on real-time data are key to keeping on top of the current online environment. Information or misinformation can spread at record speed. With many people using social networks it is key to identify key individuals, or influencers in the spread of viral content. When you have nailed this, you can plan effective responses.

Popular crisis keywords during coronavirus - crisis management

Responding with Crisis Management

Furthermore, by establishing these early warning signs, you can step in early to attempt to influence the public opinion of the matter. You need to know what will appeal to your audience best. Collect insights based on what your audience like and engage with as well as their dislikes. For instance, is your audience driven by risk-taking or stability?

User emotion chart

Review of Crisis Management techniques

The organisations who respond quickly to a crisis, correct misinformation or respond to negative media are the one’s holding great reputations. We want to learn what types of responses provoked joy as opposed to disgust. What can we learn about our audience for future activity? A great example of crisis management, is when the ‘Tide Pod Challenge‘ surfaced on Social Media. As soon as the brand, Tide Pod, were aware they quickly shared a response, reminding customers that Tide Pod’s are for laundry use only.

Bar chart describing the emotions of users over time

Crisis mangement and you…

We hope that you never have a major crisis to manage. However, tracking sentiment equips you with insights and knowledge, which will enable your organisation to make proactive marketing decisions.