Leveraging Social Media for Crisis Communications and Emergency Management

Connecting with your audience on social media requires tact, care and forethought. With over 3 billion people using social media channels, its impact cannot be undermined; Facebook alone has 1.78 billion monthly users, and nearly 400 million tweets are dispatched from Twitter accounts every day. When the major crisis arises, then pressure among the corporates rises.

Social media crisis communication for brands comes down to one simple question: How can you help?

This new age phenomenon is a boon for companies and brands. Social media platforms have enabled direct engagement and established dialogue with consumers. As a leading social media management agency in Gurgaon, we will guide you how big corporates can leverage social media platforms and grab the unprecedented opportunity to build affinity and relationships.

Role of Social Media in Crisis Management

During a crisis, social media’s role is much larger and more complex than simply checking Facebook’s Crisis Response tool. Social media platforms are and will be one of the top ways to get authoritative information to the population rapidly, especially for professionals working hard like government or healthcare professionals.

Social media platforms are very beneficial to the people who are staying away from the crisis, connect them and make a sense of tragedy. Brands cannot ignore these conversations but should interact with the audience with utmost care.

Let’s check out how a social media marketing agency in Gurgaon will help you manage your social media game in the times of worst crisis:

• Rapid and direct communication about any updates to your audience
• Offer support to people who need help or information
• Social listening to learn more broadly about what’s happening in the world and your industry, as well as what people need from your brand

Basically, social media is an engagement platform that will help you to strengthen trust and connections with your audience for the long term, even where there are no emergency situations. Providing a great experience for your audience on social media can increase customer satisfaction and build brand loyalty. To provide a great and helpful experience during the crisis, let’s learn a few tips.

How to Communicate on Social Media During a Crisis?

1. Revisit Your Social Media Planner
   As the worst COVID-19 pandemic spreads around the world, most of the businesses have been shut or have adopted Work from Home policy. Since everyone is adopting the practice of social distancing, it has become standard for the brands to stay connected to their audience through social media platforms. Brands need to rework on their social media planner and have faith that all the hard work that went into it is not just a waste but postponed.
2. Be Ready with your Social Media Policy
   No one cannot predict the crisis but we need to prepare for it. A good social media communication is your best asset in responding as rapidly and effectively as possible. Consult some of the best social media marketing agencies in Gurgaon to make the best social media policy for your brand. Your social media policy should include:
   • a) Updated emergency contact list of everyone including legal advisors and executive decision-makers
   • b) Guidance on accessing social account credentials, if need be. Guidelines will also be required for identifying the scope of the crisis
   • c) An internal communication plan for employees and immediate response strategy in-hand
3. Employees should be aware of your organisation’s position
   Employees should be kept informed and should be onboard about how your organisation moves forward. If you’re announcing relief efforts, donations or other moves for the greater good, then your proud team can help spread the word through social media platforms. If your brand is in a tense position because of the crisis, be prepared for employees to turn to social media to express themselves.
4. Communicate with the utmost truth
   Communicate on your social media platforms with honesty, openness and compassion. This helps brands to build trust and loyalty during hard times.
5. Do not Spread False Information
   Resisting the spread of misinformation on social media has been a vital issue for brands, government, and brands in the past few years. During a crisis, bad information doesn’t merely damage reputations, it can be outright dangerous. It is necessary to check the information before spreading it out.
6. Use Social Media Monitoring and listening tools to stay informed
   During a crisis, it is essential to stay informed and monitor the audience sentiment around your brand and competitors and various industries at large. It helps to formulate your answer to the emergency situations.
7. Do not Disappear
   While pausing your social media calendar may be imperative, but you need to communicate with your audience during the crisis to make them aware that you are there for them. This can help in achieving a long-term goal. In hard times, brands should take responsibility for what they do and how they can help.

Well, here are the tips that could help you in providing a great and helpful experience to your audience during a crisis.

Remember, the most important communication is: How can you help during a crisis? Develop your communication strategies around how you can serve the audience. This will lead to building trust and loyalty, not only during a crisis but also during the happy times.

Reach out to the best digital marketing agencies in Gurgaon to create an effective social media policy for your brand during the emergency times.