How Facebook Reactions Might Help Your Social Media Crisis Management
No doubt by now you've heard/used/seen Facebook's new Reactions feature. Stories, blog posts, and more details on what it means, how you can use it for your business and more are already abound throughout the usual blogs and marketing sites, so we won't dive too deep into that.
Instead, we'd like to point out how this new feature might be able to help you in times of crisis management.
Quick example - let's say you are a service provider, and said service goes down unexpectedly.
What's the first thing many customers do? Take to social media to complain of course! Countless negative posts on your Facebook wall certainly don't help your image, but in times of company crisis, that's probably what will happen.
Now imagine this instead: As soon as you are made aware of your service outage, your crisis management team publishes a Facebook post explaining the details and assuring your customers that you are doing everything possible to fix the issue. You then pin this post to the
top of your Facebook page.
Now this is mostly speculation since the reaction's feature is so new, but there is a pretty high chance that many of your dissatisfied customers will simply react to your post with the 'Angry' reaction INSTEAD of writing their own post about their unhappiness.
By no means will this guarantee no angry posts to your wall from your followers, but it should at the very least cut down on them substantially.
At the end of the day, Facebook reactions is one more tool to use when things don't go according to plan and you need to deal with a disgruntled customer base. We'll be following it closely to see how it evolves in the coming months.
Don't have a crisis management plan in place? Click here to get in touch with our team about crisis management plans and consultation.