All managers need to be prepared for any crisis that could arise. It is a necessity when you are responsible for employees and the company alike. If you are a manager, you know that it can be a quite the task to handle. This is particularly true in today’s digital age of business. Thanks to cyber crime, data breaches and hacking, businesses seem to always be just on the precipice of experiencing a digital crisis. You absolutely must be prepared to react to a potential digital crisis. Find out the most effective digital crisis management best practices to keep your company and the workers you manage protected.
Make A Plan That Is Accessible
Obviously, you need to have a digital crisis management plan in place just in case. But it is even more important that your digital crisis management plan is accessible by multiple parties. In any type of crisis, time is of the essence. The speed at which you can implement your crisis plan will determine its ability to be effective. That is why you need to create a crisis management plan that is accessible at all times of day, from all corners of the globe. Creating a cloud based digital crisis management plan is one of the best ways to ensure a rapid response. Just be sure to keep these digital crisis management plan components entirely separate from other business data. That way, in case the digital crisis is a compromised business network, you will still be able to access them unaltered. Once you have an accessible plan in place, you will be prepared for any business crisis that comes your way.
Keep Your Ear To The Ground
Management should definitely monitor all social media platforms as well as other digital locations where the business name may pop up using top reputation management tools. This will help you to ensure the most rapid crisis response time possible for the company. When you have your ear to the ground and your eyes on the lookout, you will be able to hear the murmurs of a crisis before it becomes front page news. That will give the company much more time to react and respond to the digital crisis. As mentioned above, the speed of your response time determines the effectiveness of your new digital crisis management plan. Be sure to be on the lookout for any online rumblings of a potential PR crisis for your company to get a jump on the news story.
Open The Lines Of Communication
No matter what type of crisis your business may face, be sure to establish an open line of communication between the business and the public. The more transparent you are with the public, the more understanding they will be. Communicating with your target market directly reinforces trust between business and customer. You can choose a multitude of mediums and communication methods on which and with which to project your message during a time of business crisis. The more visible your message, the better you are able to communicate with your customers and other stakeholders. Be sure to include this is as one of the crucial components of a digital crisis management strategy.
Not Everyone Deserves A Response
Understand that not everyone deserves a response from the business in a crisis situation. This is doubly important when it comes to dealing with trolls. Social media trolls will never be satisfied, no matter how well the company responds to a crisis. These internet dwellers are simply there to stir the pot, rile up other people and complain. It does not serve the business to get into a back and forth volley with an internet troll over meaningless minutia when there are a million other crisis management tasks at hand. Rememeber that not every comment warrants a response, and not every online user deserves to be engaged with. That way, you do not waste time and can enact the more urgent crisis management strategies.
Show Your Humanity
The best time to show the human side of business is during the throes of a digital crisis. Customers will be able to sympathize with your situation surrounding that crisis. But, only if they can recognize the human element of the company. Otherwise, the general public is much more likely to direct their anger at you. It is hard to feel petty for a cold corporate entity. It is much easier to feel sorry for a fellow human. Make sure to display human characteristics when dealing with crisis management with the press. Recognize the company’s mistakes. Take responsibility. Display humility. Doing so is one of the most crucial components for an effective digital crisis management strategy.
Business crises are quite common. This is particularly true in regards to digital crises in particular thanks to the rise of digital technology in workplace. Digital crisis management is a bit different than you traditional crisis management plan for business. It requires certain best practices and strategies to be effective. Learn all about the digital crisis management plan best practices detailed above. These digital crisis management tips are sure to help you devise an effective strategy that protects the business and its employees from anything that comes its way.