You don’t have to be in the business for long to see the steady flow of articles highlighting social media mistakes by brands and the frenzy that follows. Each story highlights a lesson to be learned for community managers and social media consultants. Often the mistake itself is blown way out of proportion and the result can be someone unnecessarily losing their job. Social media mistakes happen and should be turned into opportunity — an opportunity to:
- demonstrate excellent customer service
- be real and authentic
- take corrective action and get real time support and encouragement from your followers
- learn more about your most dedicated followers and fans
This is your time to shine! People and businesses make mistakes every day — just look at how the Los Angeles media butchered the LA Kings logo during last season’s playoff run. But now we’re in an age where a mistake will be highlighted, captured on screen and shared virally for people to dissect, criticize and ultimately make someone’s life a living hell. Here is your chance to take the reins — it may not seem like it at the time, but you are the one in control.
I’ve regularly responded to queries from reporters asking how brands can prevent or handle social media mistakes. For starters, try not to freak out — you can and will fix your social media mistake and have a chance to come out on top. Research your platforms, know your audiences and stay on top of articles like this one from Joanna Krotz via “Business on Main” (a section for small business leaders) on MSN.com. She highlights social media mistakes and how to avoid them with input from me and others in the industry.