Scarinci Hollenbeck, LLC, LLCScarinci Hollenbeck, LLC, LLC

Firm Insights

What Is Your Business' Social Media Crisis Response Plan?

Author: Scarinci Hollenbeck, LLC

Date: March 7, 2017

Key Contacts

Back

What Can We Learn From Trump’s Tweets Regarding a Social Media Crisis Response Plan?

Why Your Business Should Have a Social Media Crisis Response Plan

Donald Trump’s use of social media to air his grievances with corporate America is making many businesses very nervous. As Nordstrom recently learned, the President is willing to use his personal twitter account as well as the official @POTUS account to target companies that he believes have wronged him, his family or the country.In Trump’s most publicized corporate twitter attack, the President tweeted that Nordstrom had been “unfair” to his daughter, Ivanka Trump, for dropping her clothing and accessories line from their department stores. In response, the department store chain stated that the strictly business decision was prompted by poor sales. Although Nordstrom’s stock price dropped in the immediate aftermath of President Trump’s tweet, it rapidly rebounded.

Tips for Managing a Social Media Crisis

While President Trump is certainly one of the world’s most powerful social media users, a simple customer complaint can also go viral and have similar effects. No matter what has caused the social media crisis, it is imperative for businesses to have a comprehensive and tested crisis management plan in place.

Below are a few basic tips:

  • Be proactive

The most damaging social media crisis is the one you didn’t see coming. It is important to monitor social media regularly. If you do not have the marketing department or resources to hire a staff to continually watch what’s being said about your company online, there are software programs that will do it for you. These programs are cost effective and provide basic alerts of potential social media dilemmas.

  • Be prepared to act quickly

Given the speed of social media and the 24/7 news cycle, something that happens on Twitter or Facebook can quickly become national news. Having prepared responses that have been vetted by your top executives, as well as marketing, public relations and legal teams, can help slow the momentum and ensure that the other side does not get all the media attention.

  • Create a consistent message

Rather than posting different messages on each social media platform, create a FAQ page on your company website that addresses the main issues, including what happened and how the company is responding. The ability for your staff and the media to reference the web page decreases the risk that your message will get misinterpreted or lost in the shuffle.

  • Show restraint

It is easy to get swept up in a back and force exchange on social media. However, a Twitter war is rarely beneficial for your company and could lead to posts that you may later regret. Make sure all responses are accurate, fair and well thought out.

  • Never underestimate the power of “I’m sorry.”

The American public has proven to be very forgiving. If your company made a mistake, acknowledge it, offer an apology, and outline a corrective action plan as to how you intend to fix or address the issue.

Do you have any questions regarding the crafting of a social media crisis response? Would you like to discuss the matter further? If so, please contact me, Michael Jimenez, at 201-806-3364.

No Aspect of the advertisement has been approved by the Supreme Court. Results may vary depending on your particular facts and legal circumstances.

Scarinci Hollenbeck, LLC, LLC

Related Posts

See all
Dissolving Your Business: Essential Legal Steps to Protect Your Interests post image

Dissolving Your Business: Essential Legal Steps to Protect Your Interests

If you’re considering closing your business, it’s crucial to understand that simply shutting your doors does not end your legal obligations. Unless you formally dissolve your business, it continues to exist in the eyes of the law—leaving you exposed to ongoing liabilities such as taxes, compliance violations, and potential lawsuits. Dissolving a business can seem […]

Author: Christopher D. Warren

Link to post with title - "Dissolving Your Business: Essential Legal Steps to Protect Your Interests"
The Role of Corporate Restructuring in Mergers & Acquisitions post image

The Role of Corporate Restructuring in Mergers & Acquisitions

Contrary to what many people think, corporate restructuring isn’t all doom and gloom. Revamping a company’s organizational structure, corporate hierarchy, or operations procedures can help keep your business competitive. This is particularly true during challenging times. Corporate restructuring plays a critical role in modern business strategy. It helps companies adapt quickly to market changes. Following […]

Author: Dan Brecher

Link to post with title - "The Role of Corporate Restructuring in Mergers & Acquisitions"
Crypto Enforcement: A Former Prosecutor’s Warning to Criminals and the Public post image

Crypto Enforcement: A Former Prosecutor’s Warning to Criminals and the Public

Cryptocurrency intimidates most people. The reason is straightforward. People fear what they do not understand. When confusion sets in, the common reaction is either to ignore the subject entirely or to mistrust it. For years, that is exactly how most of the public and even many in law enforcement treated cryptocurrency. However, such apprehension changed […]

Author: Bryce S. Robins

Link to post with title - "Crypto Enforcement: A Former Prosecutor’s Warning to Criminals and the Public"
Understanding Chattel Paper: A Key Component in Secured Transactions post image

Understanding Chattel Paper: A Key Component in Secured Transactions

Using chattel paper to obtain a security interest in personal property is a powerful tool. It can ensure lenders have a legal claim on collateral ranging from inventory to intellectual property. To reduce risk and protect your legal rights, businesses and lenders should understand the legal framework. This framework governs the creation, sale, and enforcement […]

Author: Dan Brecher

Link to post with title - "Understanding Chattel Paper: A Key Component in Secured Transactions"
Crypto Compliance: A Comprehensive Guide post image

Crypto Compliance: A Comprehensive Guide

For years, digital assets operated in a legal gray area, a frontier where innovation outpaced the reach of regulators and law enforcement. In this early “Wild West” phase of finance, crypto startups thrived under minimal oversight. That era, however, is coming to an end. The importance of crypto compliance has become paramount as cryptocurrency has […]

Author: Bryce S. Robins

Link to post with title - "Crypto Compliance: A Comprehensive Guide"
Supreme Court and Title VII: Implications for Reverse Discrimination post image

Supreme Court and Title VII: Implications for Reverse Discrimination

Earlier this month, the U.S. Supreme Court issued a decision in Ames v. Ohio Department of Youth Services vitiating the so-called “background circumstances” test required by half of federal circuit courts.1 The background circumstances test required majority group plaintiffs pleading discrimination under Title VII of the Civil Rights Act to meet a heightened pleading standard […]

Author: Matthew F. Mimnaugh

Link to post with title - "Supreme Court and Title VII: Implications for Reverse Discrimination"

No Aspect of the advertisement has been approved by the Supreme Court. Results may vary depending on your particular facts and legal circumstances.

Sign up to get the latest from our attorneys!

Explore What Matters Most to You.

Consider subscribing to our Firm Insights mailing list by clicking the button below so you can keep up to date with the firm`s latest articles covering various legal topics.

Stay informed and inspired with the latest updates, insights, and events from Scarinci Hollenbeck. Our resource library provides valuable content across a range of categories to keep you connected and ahead of the curve.

Let`s get in touch!

* The use of the Internet or this form for communication with the firm or any individual member of the firm does not establish an attorney-client relationship. Confidential or time-sensitive information should not be sent through this form.

Sign up to get the latest from the Scarinci Hollenbeck, LLC attorneys!