Crisis Communication and Social Media

Hello, everyone~

today the topic that I'm going to discuss is "Crisis Communication and Social Media".

What is Crisis Communication?

Picture Source: http://travelnewsnepal.com/opinion/crisis-communication-to-minimize-human-induced-hazards/

Crisis communication is the effort taken by a company(especially Public Relations) to communicate with public and stakeholders when an unexpected event occur that could have a negative impact on the company's reputation. Normally, Public Relation function to  save an organization’s reputation against various threats when the organization having crisis communication. Crisis communication usually involves tools like press conferences, media relations and social media. The main purpose of Crisis Communication team is to protect the brand identity and maintain the organization’s firm standing within the industry. Crisis Communication specialists strive hard to overcome tough situations and help the organization come out of difficult situations in the best possible and quickest way.

 

Importance of incorporating social media into crisis communication plan:

1. Immediately response 

During crisis, an immediate response to the public is essential. Social media is an online platform that enable information to spread speedily without times and space constraint and it is allow public to share their dissatisfaction in both positive and negative sides. Thus, incorporating social media to response during crisis is important in order to alleviate further damage to the victims in the crisis.

2. Effective two-way communication

Social media allow two way communication between an organization and public. The organization or the PR of the organization can have a direct interaction with the audience during crisis. Social media is a communication tool that provide two ways communication allow the social media users to communicate with other. 

3. Monitoring situation

Social media can be used as a tool to monitor the situation after a crisis happened. Therefore, by monitoring the feedback on social media, an organization can come out a better strategies to solve the crisis. Public Relation Practitioners (PRP) always advised to use the social media to monitor the response of the audience and can reply the audience immediately. The Public Relation Practitioner can come out better strategies and tactics to handle the crisis.

Example of crisis communication on social media

There are few example of picture are show the crisis in air-flight industry, thought the picture we can see that how the PRP and the spoke-person of the companies are using the social media to handle the crisis.   

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References:

http://www.managementstudyguide.com/crisis-communication.htm

http://www.businessdictionary.com/definition/crisis-communication.htm