Crisis management on social media has to adapt itself to new conditions: the speed in its reaction, the adequacy for all participants of the message, transparency, a continuous and open dialogue, and a constant listening attitude. All these instead of a unidirectional message.
On the other hand, no crisis is the same nor does it evolve the same way. There are crises which generate an initial ruckus that fades away gradually, whereas others shift from a moderate beginning to a full-fledged situation with possibly severe consequences for the company’s image and reputation.
Download Estudio de Comunicación’s Whitepaper: Comunicación de Crisis Online here.