ExactTarget – 6 Tips for Using a Social Media Command Center During a Crisis
January 8, 2014
By Trish Forant
Crises happen but you don’t have to be flying blind when they occur. Here are six tips for using a social media command center during times of crisis.
“Did you know that a command center is at the heart of the disaster prevention and social strategy for the American Red Cross? They respond to 70,000 disasters every year. “
- Listen: Use a social media monitoring platform to pull in relevant keywords around your brand across the social web, not just Twitter and Facebook.
- Categorize: Be prepared to categorize incoming posts into tiers such as Tier One for items requiring an immediate response, Tier Two for mentions that need a response but aren’t urgent in nature, and Tier Three for items that need no reply, and then route them to team members or departments accordingly.
- Respond: As situations unfold, respond quickly on the appropriate channels. If the crisis is taking place on Twitter, your first response should be on Twitter. You can share your message across platforms/channels as the need arises but your first response should be where the crisis erupted.
See full article: http://ow.ly/sn7io