Everyone has a plan until they get punched in the face. – Mike Tyson
The words of the brilliant philosopher, Mike Tyson, ring true for those working in social media. It’s nice to think about what you would do in a rhetorical sense but when a “crisis” actually happens, it’s easier to fall down in the ring and play dead.
Fight or flight. It’s innate. We want to run away and avoid the situation or we become aggressive snarling and growling at that which threatens us. Yet the best way to address a social media gaff involves stepping out of our instinctual response and being deliberate. Most social media crisis can be handled simply in three steps (notice I wrote simply and not easily. There is nothing easy about dealing with disgruntled people with an Internet bullhorn). Read the rest of this entry »