How to Manage Social Media As a Business During a Tragedy

Social media can be a tricky place for businesses. One false move and you can end up with a lot of negative feedback from the public. That is especially true when people look for someone to blame in times of tragedy. This article will discuss how businesses handle their social media during tragedy, and we will provide tips on staying positive online and communicating with your customers effectively.

 1. Don't Be Afraid to Show Emotion

It's okay for your business to show some emotion online, especially during a calamity. People want to see that you're human and care about the situation. Just be sure not to overdo it, as this can be insincere.

It can be challenging to know how much is too much when showing emotion online. A good rule of thumb is to think about how you would react in person. If you wouldn't cry or get too emotional in front of your customers, don't do it online. Just a few sincere words can go a long way.

 2. Don't Engage in Arguments

It can be tempting to want to defend your business when people are criticizing it online. However, this is usually a losing battle. It's best to avoid arguments with people on social media, as there's no winning in them.

If someone is especially critical of your business, you can try contacting them personally to discuss the situation. This can often diffuse the situation and help you come to a resolution.

 3. Keep Your Communication Positive

It's essential to keep your communication positive during a time of tragedy. You don't always have to be happy, but you should avoid negativity. People are already feeling down and don't want to see more negativity online.

Try to focus on your business' good, even if it seems like a small thing. For example, if you're a clothing company, you could donate some clothes to those affected by the calamity. Whatever it is, try to do something positive to make people feel good about your business.

 4. Take a Break If You Need It

Breaking from social media is okay if you're feeling overwhelmed by the situation. This is especially true if you're starting to feel burnt out. It's better to take a step back and recharge than keep pushing through and making mistakes.

You can also use this time to brainstorm new ideas for handling the situation. Sometimes it's helpful to get away for a bit to come back with fresh eyes.

 5. Be Careful with Your Words

Be careful with your words when communicating with people online. This is true generally, but it's vital during a calamity. People are looking for someone to blame, and they might take your words out of context.

Try to avoid saying anything that could be interpreted as insensitive or offensive. If you're not sure whether something is appropriate, it's better to err on the side of caution and not say it at all.

 6. Don't Make Promises You Can't Keep

Be honest with your customers during calamity. Don't make promises you can't keep, as this will only worsen the situation. For example, if you're a restaurant and say you're going to donate all of your proceeds to the victims but only donate a portion, people will be angry.

It's better to under-promise and over-deliver than to do the opposite. This way, even if you don't meet your initial goal, people will still be impressed with what you've done.

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