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Social Media Issue

Today, social media issue and crisis management. 55% of ‘high performing’ customer service teams say they can predict customer service needs more than 80% of the time. People now expecting instant responses. It is very important factor.

Social media issue, steps to take:

  • Firstly, Identifying crises. Businesses should have at least one person that is responsible for the process of checking online social media on a daily basis. The identification process should always start with a consideration of what scenarios are likely. This is just a start.
  • Secondly, issues need to be assessed and prioritised. Marketers need to check how serious the problem is? What is the influence or authority of the person who posts it? Is the issue becoming visible or fading away? More sophisticated software has the ability to categorise social posts according to criteria such as location and sentiment. It’s important to note that software shouldn’t replace humans entirely in this stage of the process, as context cannot always be identified even by the best AI tools.
  • Then, Responses are critical. Dependent on the issue or crisis the team should decide if it needs to respond and/or if it needs to make any changes – e.g. bring in another team member. Twitter is effective for rapid responses. Organisations’ own websites, media centres and blogs are the most formal place for a response.

If you need any help with AdWords, or in Analytics then please get in contact with us here at Network Intellect.

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