Tag: tips for social media

Social Media Interaction Best Practices

Social Media Interaction & Response Guide Best Practices

Posted on | by The AD Leaf Marketing Firm
Marketing, Social Media | , , , , , , , ,

As your social media following grows, your various platforms will generate leads. The engaging and valuable content you share online will pique their interest, prompting them to learn more about your products and services. Social media communication differs from oral communication because you can’t gauge clients’ emotions through their voices. It also differs from email communication, as it’s typically more formal and less direct. A staggering 82% of adults in the United States admit to consulting online customer reviews before making their initial purchase, with 40% stating that they always or almost always rely on reviews when buying products online. This highlights the significant role that reviews play in shaping consumer decisions. Here are some key tips to remember when engaging with customers publicly or privately on social media:

Utilizing the Proper Tone on Social Media: 

In the digital era, the age-old adage “the customer is always right” holds truer than ever. A single unsatisfactory Direct Message (DM) can go viral and damage a company’s reputation irreparably. Once something is posted online, it becomes nearly impossible to remove it completely. Even if you delete a post, there’s no telling how many people have screenshotted, copied, and shared it, ready to use it against you in the future. To mitigate these risks, keeping social media interactions concise and swiftly transitioning conversations away from the public eye is crucial.

Do’s and Don’ts when engaging with Social Media:

Do’s:

It’s crucial to consistently follow up with your customers to ensure you have effectively addressed their questions or concerns. This demonstrates your commitment to retaining them as valued customers and your genuine concern for their needs. Moreover, it conveys your genuine interest in engaging with them and fostering meaningful interactions.

Prepare a template for various scenarios to enhance response time while investigating issues. Having a pre-determined response for predictable problems like late arrivals, damaged items, or incorrect shipments allows you to acknowledge the customer promptly and gain additional time to find a resolution. This approach ensures efficient communication while ensuring that the problem is addressed effectively.

Empathy is crucial. We’ve all experienced poor service at some point, so it’s important to understand how a customer might feel. When customers come to complain, they often share the backstory of why the product they ordered is important and how its delay or defects have affected them. If you encounter a customer like this, try putting yourself in their shoes and consider what you would want to hear to feel better about the situation.

Don’ts:

It is crucial to always respect a customer, particularly if they have repeatedly attempted to contact you. Ignoring them may only motivate them to share negative reviews about your business, which could discourage potential clients. If multiple customers find themselves in similar situations and unite, it could harm your online reputation.

It is important to avoid becoming emotional or overly prideful when dealing with customers. While it is true that customers can sometimes be misinformed or even wrong, it is crucial to remember that a business relies on satisfied customers to thrive. Just one dissatisfied customer has the potential to tarnish the reputation of the entire business. Therefore, setting aside personal pride or anger and genuinely addressing a customer’s frustrations is essential. This is particularly important when engaging with customers publicly, outside of direct messages.

It is advisable to refrain from directly contradicting or engaging in back-and-forth customer exchanges, particularly on public platforms like social media. Engaging in such interactions often leads to a negative perception of the brand, even if the brand is technically correct. Customers tend to side with each other, especially if they have had similar experiences. Mistakes are bound to happen; they are an inherent part of life. Occasionally, customers may accuse you of actions beyond your control. This is why it is crucial to maintain detailed records and documentation to present to customers in case they need clarification. With this evidence, if a customer attempts to damage your reputation, you can publicly share the facts to demonstrate the honesty and integrity of your business. While an angry customer may persist in arguing, they will ultimately lose a battle against reason and logic.

Why the AD Leaf?

We specialize in developing comprehensive social media strategies that boost your online visibility and drive traffic to your website. Our dedicated team collaborates with you to identify your target audience and create engaging content tailored to their interests. We also assist in monitoring and responding to customer feedback, ensuring meaningful engagement with your audience.

Our Social Media Marketing Services are flexible and scalable, catering to businesses of all sizes and budgets. Whether you’re just starting or aiming to elevate your social media presence, we’re here to help you succeed. Don’t hesitate! Get in touch with The AD Leaf ® today to discover more about our social media marketing services and how we can propel your online business growth. Call us at 321-255-0900 or visit our website to schedule an appointment.

5 Reasons Why Social Media Management is Worth the Investment

Posted on | by Yeammy Torres
Social Media | , , ,

Picture this; you have the permits, license, and name registration ready for your new business. Your product or services are ready to be purchased by your target audience, your website is launched, and your social media platforms are created… You have it all ready to go, right?. Not quite.

It’s time to invest in social media management! Your presence online is not only to have a website, an Etsy shop, and a couple of social media platforms. You must dedicate time, energy, and money to create a consistent strategic message that reflects your business in all aspects. 

Still not convinced about the investment? Let’s break it down into five reasons why you should invest in social media management:

 

  1. Social media is perfect for redirecting traffic to your website.

If your goal is to have more traffic to your website, then social media is essential. Let’s put it simply, SEO is like the highway. Social media is like road signs to guide people to your website; you can track this using metrics and statistics and even incorporate google analytics into your reports! Because you ARE taking a look at the monthly reports, right?…

 

     2. Social Media Reports:

Do you know how to read the metrics for your different social media platforms? Do you know what awareness, impressions, reach, ROI, and KPI mean for your business? Do you know how to translate that into a strategy to elevate your business?

If you answered “No” to any of these questions, you need help in social media management!

Social media metrics can provide detailed information about your followers and your target audience. With this data, you can create an effective social media strategy that takes into account their social media habits and how they interact with you. Additionally, social media metrics can give you insights into overall brand sentiment. By understanding what people are saying about you online, you can take steps to improve your reputation. In short, social media metrics are essential for any business that wants to succeed online.

 

     3. Chances are that your audience is present on one or more social media platforms!

Social media is great for engaging with your audience but is also an amazing tool to help your clients and provide customer service. They also expect solutions and useful information on your platforms, so it’s important to include tips, FAQs, and “how to” related to your industry, products, or services.

You also have to make this type of content eye-catching and trendy to stay current and give your audience a reason to interact with you!

 

    4. Social media influences buying behavior.

The power of social media is undeniable. According to a recent poll by Harris Interactive, 68% percent likelihood that Millennials will purchase something after seeing an advertisement or shared content from a friend, family member, or their favorite influencer on their go-to platform!

 

    5. People are likely already talking about your brand on social media.

You can participate in conversations about your company, brand, or product by setting up Mention alerts. You’ll be able to monitor all of the latest discussions related to these topics on social media platforms like Facebook and Twitter, where there’s a high chance that potential customers may have already discussed their thoughts regarding them!

 

A strong social media presence is essential for any business that wants to stay relevant and competitive in today’s market. But with the ever-changing digital marketing landscape, it can be difficult to keep up with the latest trends and best practices. That’s where our team at The AD Leaf comes in. We are social media specialists who are passionate about helping businesses grow. We will work with you to develop a personalized social media strategy that will help you achieve your goals. And because we stay up-to-date on all the latest changes in the social media world, you can rest assured that your campaigns are in good hands. So don’t stress out about your social media marketing – contact us today and let us take care of it for you!

Top 10 Marketing Trends in 2022

Posted on | by The AD Leaf Marketing Firm
Advertising, Marketing | , , , , ,

As 2022 quickly approaches, we are looking ahead to see which marketing trends you need to keep on your radar. Do you have a plan for your business going into 2022? If not, you still have time to strategize your next moves. 

 

Start by considering your goals for 2022. What do you want to achieve in the next 12 months? What do you want to accomplish in the next three years? Once you have your future goals in mind, you can begin strategizing your next steps into a successful 2022 by following these 10 marketing trends: 

 

#1 Instantaneous Demand 

Leading into 2022, consumers will continue to look for businesses that give quick responses. For example, having a plug-in on your website for instant messaging through messenger with a brand helps to build trustworthiness. Consumers will continue to look for the highest quality and highest response time. If customers do not hear back from a brand quickly, they will move on to the next brand that will be more timely. 

 

#2 Growing of Influencers

Have you ever seen a post on social media and did not even realize it was an ad? These posts are coming from not a brand but their influencers. Influencers will review a product or highlight a product that they enjoy. This growth of influencers is accurate for B2B as well. Consider looking for opportunities to partner with influencers in your industry. 

 

#3 LinkedIn Continues to Grow

If you do not have a LinkedIn Page, you might want one for your company. Not only is LinkedIn on top of updating and improving their app for better results on businesses and pages, but the number of monthly active users is also continuing to grow steadily. 

 

#4 Less is More

With new digital marketing popping up almost daily, be cautious not to spread your budget too thin. Focus on advertising through one social media platform. This tactic will allow you to have more exposure in one area vs. not being seen on multiple platforms. Focus on your primary platform and hit it with your highest quality ads and posts. 

 

#5 Word-of-Mouth

In 2022 you will see that more and more customers will see what others have to say about your company. For example, if someone tweets raving about your brand, future consumers are more likely to trust you will be up to their standards. The same goes for providing quality service to your customers quickly.

 

#6 Invest in Brand Image 

You will build a more trustworthy and legit brand by investing in your brand image. As online advertising continues to get more competitive in 2022, you will need to stand out from your competitors. This includes building up your brand image across your social media platforms because appearance matters. 

 

#7 Custom Content in Newsletters

If you have not begun newsletter marketing, you should consider this as we start 2022. Newsletters are personal since you are in your customer’s inbox vs. their newsfeed. Newsletters are how you appeal to your audience on a deeper level as you get more of their attention. Also, having your customer’s emails will allow you to do email marketing for your ads.

 

#8 Storytelling Balance

We all know consumers do not want to be sold all the time or hear about how excellent your product/service is. Consumers want you to solve their problems through a story. Tell them how your product/service helped others to solve their problem. Storytelling will make your consumers think for themselves, “Hm, maybe I should try this for myself.”

 

#9 Bring Simplicity Back

The marketing noise for consumers is tremendous. You do not need to be louder than your competitors; but instead, you need to be strategic with your posts. You can post a blog post every day, but you will create more impactful articles if you focus on quality over quantity. 

 

#10 Do Not Forget Foundation 

We all love staying on top of the newest technologies and apps, but it is essential to remember to focus on our foundation. This includes making your website easy to maneuver and ensuring your social media has the correct contact information and links. Checking you are reaching your target audience with each post or ad, building a relationship with your customers online or in person, and much more! 

 

Having a stable foundation for your business will allow you to grow organically and branch out into new social media with success while still reaching your target audience. Focusing on building a relationship with your customers will even work to boost your word-of-mouth. 

 

Since 2020, we have seen an enormous shift in the world of technology and average tactics will not get the return on your investment you desire. Get prepared for new ways of operating your business, creating content, and advertising. Have your goals set as you reign in the new year, and let’s all start with a bang! 

 

If you still feel unsure of the proper steps for your business moving into 2022, give our team of marketing professionals a call at The Ad Leaf! We will be able to help you achieve your goals. 

The Importance of Active Social Media

Posted on | by The AD Leaf Marketing Firm
Social Media | , , , , ,

The use of social media has become a necessity for running a successful business. Whether you are marketing, selling products or services, networking with potential clients, or need to stay in touch with friends and family- it is all there for the taking. However, if your account isn’t active enough, people won’t see what you have to offer, which will lead them not to do further research into your company. 

 

Let’s say a potential customer sees your restaurant on Yelp, and they explore your page. Then, they want to see recent posts, so they click your social media platforms. Your last post is from 2019. Now they are confused if your business is currently open. Why have you not posted any of the delicious plates? Now they scroll onto the next restaurant to hopefully see pictures of their possible food. 

 

In this example scenario, a simple fix would be to begin running your social media regularly. With that being said, here are four benefits and the importance of an active social media presence so that your business can grow!

 

Active Social Media

Having an active social media presence will help you build brand awareness, credibility, brand recall and increase your traffic. Through these benefits, you will be able to boost your brand’s exposure organically. It does not matter how big or small your business is; you are bound to see results through your efforts.

 

Brand Awareness 

Building brand awareness through your social media accounts allows you to reach new customers that might have never heard about your company. Through a consistent social media presence, you are continuously growing your audience reach daily. Keeping your social media presence active will let your potential followers see a consistent and energetic brand. Through keeping your social media platforms active, it will organically improve your reach to more users. These steps will encourage customers to shop from your company more than a company with no social media presence. 

 

Brand Credibility 

Brand credibility is the trust you build with your customers combined with how long your company has been around. Benefits of positive brand credibility include having customers that will continue to choose your brand and advocate your business to others. A few easy ways to build your brand credibility are by sharing customer reviews on your social platforms or website. For new companies that have yet to get many reviews, you can grow brand credibility by simply running active social media or keeping a running blog on your website that posts regularly. Consumers love to see consistent posting, as this gives them something to explore in their spare time. 

 

Brand Recall

Brand recall is what instantly comes to mind when a customer thinks of a product category. Of course, everyone wants to be the first company a customer thinks of, and an active social media presence will improve your chance. As customers scroll on social media, the more often they see your brand’s posting will help them remember your branding and choose your company over another. This is why you want to be sure you are posting content that is always brand-related, and adding your logo onto your postings is another easy way to ensure your customers remember your brand. 

 

Traffic Growth

Through your active social media, you will see positive traffic growth and leads. Targeting your specific target audience through your social media will bring valuable leads. So it is crucial to decide who your target audience is as this will allow you to attract the right audience. You will also be able to interact with local accounts to your business if this is what you please. Naturally, through more exposure to your brand, you will see more interaction. 

 

Now that you know the importance of having active social media channels, having them up to date is crucial. But there is another layer to consider while running your social media! When potential customers view your active social media platforms, they will see your brand as presented to them. 

  • Do your logos match across all of your social media platforms? 
  • Do you post content that will attract your target audience? 
  • Are you engaging with your social media accounts enough to bring in new followers? 
  • Are you using the correct social media to attract your target audience? 

You might find that you need to put in more effort to help grow your social media presence in the way you hope. 

 

It’s time to take action and know the importance of active social media! As you can see, there are many benefits of having an active social media presence for your business. To have a flourishing business, you must have active and brand-matching social media to attract your target audience. If this interests you and you want help getting started, we have a team of experts here at The AD Leaf ready to assist with creating the perfect plan for organic growth through social media channels. We would be more than happy to help your business grow through the world of social media. This is your sign! 

The History of Social Media

3 Things You Probably Didn’t Know About the History of Social Media

Posted on | by The AD Leaf Marketing Firm
Marketing, Social Media | , , , , ,

People seem to have a love/hate relationship with social media. On the one hand, humans are social beings. We crave interactions with others, and relationships play big roles in our everyday lives. Social media allows us to easily connect with friends, family, acquaintances, and even strangers. This can be construed in a positive or negative light depending on who you ask and when you ask them. Whatever your thoughts on social media are, it’s pretty clear it’s here to stay in one form or another. So, how did social media even start? Was it when the first cave painting emerged? When the first telegraph was sent? Did it start with the invention of the internet? The answer to this question isn’t clear cut, but there are plenty of interesting facts about the evolution of social media along the way! Here are 5 things you probably didn’t know about the history of social media on the internet.

 

1. CompuServe was an early online service provider that used a method similar to time-sharing.

CompuServe Information Service, a.k.a. CIS, was founded in Columbus, Ohio in 1969 as a subsidiary of Golden United Life Insurance. Initially, CompuServe had two objectives. The first was to provide computer processing support to the company, and the second was to sell excess computer capacity to other corporations through a kind of time-share system. In 1979, it began providing dial-up online information services to the owners of personal computers. CompuServe is known as the original online portal, offering message forums, online chat services, software libraries, and even online games! It grew in popularity in the 80s and 90s and was sold to AOL in 1997 with WorldCom acting as a broker for $1.2 billion in stock.

 

2. One of the first social media services was SixDegrees.com.

This social network site was named after the six degrees of separation concept, which is the idea that people have an average of six degrees of separation from each other. SixDegrees was founded in 1996 by Andrew Weinreich, and the website launched in 1997, making it one of the earliest social media sites on the internet. SixDegrees allowed users to create profiles, list their friends and acquaintances, and interact with other users. At its peak, SixDegrees had about 3.5 million registered users. Just two years after its launch, it was sold to YouthStream Media Networks for $125 million. SixDegrees was short-lived, though, in part because of the limitations of internet connectivity in the late 90s and early 2000s. It shut down in 2001. 

 

3. Users could rate the attractiveness of strangers on AmIHotOrNot.com.

James Hong and Jim Young, both engineers based in Silicon Valley, disagreed one day over whether or not a woman they passed on the street was attractive. Their solution? To create a website, of course! In October 2000, the two friends launched AmIHotOrNot.com. The site allowed users to voluntarily submit photos of themselves to be rated on a scale of 1 to 10 by others based on their attractiveness. It went viral. Within one week of launching, the site had reached nearly 2 million daily page views. The site incorporated dating and matchmaking elements.

Aspects of Hot Or Not impacted later dating apps like Tinder and OkCupid. The site was even said to have influenced Mark Zuckerburg to create FaceMash.com, where Harvard students could rate the looks of fellow students based on their student ID photos. Unlike Hot Or Not, FaceMash did not allow users to submit photos voluntarily. FaceMash received major backlash, both because students felt it violated their privacy and because it was seen as a copycat of Hot Or Not. After being called before the school’s administrative board, Zuckerburg took the site down. Hot Or Not was sold for a rumored $20 million to Avid Life Media in 2008. 

 

There are plenty of interesting stories when it comes to the history of social media. From computer time-sharing processes to rating the looks of strangers, there is a lot to learn about how social media has evolved. If you own a business, you probably know how important it is to be able to connect with your customers, whether it’s through an interactive website or your social media channels. If you’re looking for a marketing company with a stellar reputation to assist with any aspect of your digital marketing, look no further than The AD Leaf. We offer web design, search engine optimization, email marketing, social media management, digital advertising, and more! Give us a call today at (321) 255-0900 to learn how we could help you grow your business.

The Positive Power of Social Media

Posted on | by The AD Leaf Marketing Firm
Social Media | , , , ,

It’s no secret that there is a lot of negativity in the world right now. Many individuals have taken to social media to post their feelings, reactions, emotions, and to seek support from others. On Tuesday, June 2nd, 2020, much of the world participated in a social media campaign given the name #BlackOutTuesday. Amongst those hundreds of millions were businesses, from huge corporations to small locally owned businesses.

It’s important as a company to keep your social media campaign positive. This does not mean turning your back on what you believe in but ensuring that your content will not be viewed in any negative light. Staying positive and looking towards a better future is especially important to your audience. Brands that are viewed in a negative light will not succeed in their social media campaign. When Chase Bank insinuated that some of their customers have low balances due to their bad spending habits, the backlash was quick and clear. With more than 43.8 billion people on social media that is a huge hit to your company if you lose your social media following and good presence.

Staying neutral doesn’t mean turning a blind eye or lacking compassion amidst current events. Posting positive content occasionally can be a relief from the negativity we see on our feed. The Women’s Center of Brevard does a great job of doing this on social media. Occasionally they will feature activities for the family, uplifting-quotes, appreciation posts for sponsors and staff, and encouraging content. The goal is to get the audience to stop scrolling as a result of your positivity.

It’s hard not to let personal viewpoints and emotions spill over into how you present your company brand, but it’s important to remember that not every customer or client thinks exactly as you do. With a lot of negative situations going on, here are some tips on staying positive on social media.

  1.     Post Positively

This may seem obvious but think about how your posted content will impact society and your audience. Share appreciation posts, testimonials, and uplifting quotes. What you are posting should be inspiring and encouraging. Your goal should be to unite your audience in a positive way. A member of the audience is a potential customer. If the audience perceives your feed negatively, they are less likely to purchase from you.

  1.     Keep Judgment and Intimidation Off Social Media

Your opinion can be misperceived and taken as judgment. The old saying “keep your opinions to yourself,” applies to your social media campaign. What you believe may not be what everyone else believes. Compete with rivals in your industry but do not intimidate them. It is okay to compete with others in your industry but do not be hateful, rude, or derogatory in your competitive nature. Challenge your competitors in a clean way that can never be taken as slander or cruelty. Samsung is a great company that exemplifies poking fun at the competition without being cruel. Their commercial mocking Apple’s fanbase that waits in lines for hours for a new product launch is a great example of giving a company their props while comparing their quality and innovation. The opinion of a business owner can be different from that of their customer base. Therefore, keeping opinions on the inside can prevent the loss of an existing customer or future customer.

  1.     Do Showcase, Do Not Show Off

Yes, businesses should be showcasing their new items or services and achievements. However, it is discouraged to show off. The two things might seem like they are one and the same, but they are not. Showing off is perceived as flashy and looking for kudos for doing something good. Your business might have made the most money it has in years but that is not something you should be posting on social media. While your business might be excelling in all aspects your neighboring businesses might also be struggling. However, if your business wins “Salon of the Year” that is something you should be showcasing. That is a great accomplishment that your community awarded you and is a result of their support and your efforts to go above and beyond. Back in 2013, the airline company, WestJet, released a viral video that encouraged its customers to perform random acts of kindness, which has now coined the term “mini-miracles.” WestJet has kept the tradition of showing their gratitude and appreciation for their customers’ kindness alive for years.

  1.     Honesty Is Everything

All too often we see companies who are later caught in a lie. Covering up a mistake or mishap will only come back to bite you in the long run. This can lead to loss of business. Acknowledging an incident, apologizing, and taking a corrective course of action will produce the best outcome.  An alcohol delivery company, Grizzly, has a GREAT example of this recently! They accidentally sent out an email with placeholder text and sent out an apology email with coupon code “LOREMIPSUM”. Be positive in your acknowledgment and plan of action by putting the incident into the spotlight as a learning experience. Businesses that take ownership and are transparent will continue to be successful.

  1.     Be Respectful

Again, this might seem as obvious as being positive, but it can often be overlooked. Respect your community, respect your neighbors, respect your customers, and respect your brand. When posting something put yourself in the place of a spectator in your audience. Could your post be taken the wrong way despite not being meant maliciously? Is the content culturally unaware? Will anyone view the content as insensitive? If the answer is yes to any of these questions, it isn’t something your business should be posting. Respecting your community extends to respecting your competitors, sometimes by supporting them. We often see this with small businesses in their local community, but large companies like T-Mobile and Sprint recently displayed their support for each other. As a segue to their merger, the two companies decided to provide their customers with more coverage during the pandemic by sharing their networks before the merger was official.

A positive social media campaign is one that inspires, makes your audience think, or gives them a warm fuzzy feeling. If you are a business and do not feel very strongly about something you should stay neutral in the matter. Do not follow the majority opinion to gain a following or increase engagement. Be genuine in your approach.

If you’ve recently been involved in a situation where your brand wasn’t represented in a positive manner and you’re struggling with getting back on your audience’s good side we are here to help. Feel free to give us a call at 321.255.0900 or you can email us to info@theadleaf.com. We look forward to hearing from you soon!

10 Tips for Communicating on Social Media During a Crisis

Posted on | by The AD Leaf Marketing Firm
Social Media | , , , , , ,

In times like these, the role of social media is taken to an unprecedented level. Recently, we saw a statistic that said 55% of Americans get their news from social media. While first-person accounts and opinions break up the newsfeed and shape narratives, the general user will turn to businesses for fact-based updates and solid information. This means your social media campaign must be strong, accurate, and adaptable as the environment changes. 

When the world is in a tailspin, what role does social media play in your crisis communications plan? 

  • Communication of updates to your audience
  • Support for those who need info
  • Listening to understand what your audience needs from you and your business

Whatever crisis we’re facing, COVID-19 related or not, we hope it passes and that we will come out on the other side a better community. In regards to social media, that means your campaign should be focused on building trust and connections with your audience for the long term. 

So how do you do that? Here are 10 tips we’ve put together to help you execute your strategy effectively:

 

1. Review (and possibly pause) your upcoming social calendar

Take a look at what you have scheduled for the next couple of weeks. Is it still timely and relevant? Will it feel tone-deaf or insensitive amidst everything going on? A great example is KFC. Before COVID-19 reared its ugly head, they had a “Finger-lickin’ Good Campaign” planned for the upcoming months. A really, really clever team member perked up and said “STOP! An ad campaign about touching your mouth in the middle of a pandemic probably isn’t a good idea…”. Good on you, team member. 

 

 

Don’t fret that all of your hard work has gone to waste, just think of it as being “repurposed” for a later date. You’ll thank yourself for having a great campaign ready to go when things settle down a bit.

 

2. Have a strong social media policy in place

You might not be able to see a crisis coming, but you can be prepared for one. An emergency response policy should be solid, flexible, and information focused. You’ll want to ensure that you have an up-to-date emergency contact list, guidance on accessing social account credentials or other important login information, guidelines for identifying the scope of the crisis, an internal communication plan, and an approval process for a response strategy.

 

3. Know who’s on your “tiger” team

Some people work really, really well under pressure. You want your emergency response team to be comprised of these team members. They need to be quick responders, fast thinkers, and amazing adapters. While you should have a team of these people ready to go, it’s important to have a wider team in place that’s still responsible for the day-to-day monitoring and overarching campaign development. Both have their own time and place and you’ll need both to execute your strategy to the best of your ability.

4. Ensure employees are aware of your organization’s position 

Is the system through which you disseminate company information strong? Do you have a process for distributing information about relief efforts, donations, or other programs? Now is the time to make sure it’s bulletproof to ensure the right information is getting to the right people and your staff feel supported during a stressful time. 

 

5. Communicate with honesty, openness, and compassion

This is pretty self-explanatory. Our favorite example of a brand taking a minute to pause and re-orient comes from Chiquita banana. They did a great job of incorporating the #StayAtHome campaign while still maintaining their brand voice and identity.

 

6. Cite credible sources

Again, pretty self-explanatory. As a manager of a social media campaign, you’re responsible for providing information that is accurate and honest. Your audience trusts you to be providing valid information. In a crisis, bad information is not only irresponsible but it has the potential to damage your reputation. It may be tempting to share shocking statistics or a new update but do your due diligence in fact-checking and ensuring what you’re sharing is supported by data from reputable sources like government agencies or organizations.

 

7. Listen to your audience to stay informed

Monitor your content closely and be prepared to make adjustments based on how your audience responds. If you begin sharing about how your company is supporting relief efforts and your audience feels what you’re sharing is ill-timed, then it might be wise to pull that content and redirect towards something else.

 

8. Avoid jumping on the “trend train”

Don’t attempt to spin a crisis. Plain and simple, it won’t work and it will receive negative backlash. Now, that’s not to say that you can’t adapt to a new environment and rethink your business model to fit the situation. Recently, the factory that produced the uniforms for the Philadelphia Phillies was getting creative about what they could do with all the unused fabric they had laying around after the season was postponed. They decided to take that material and repurpose it for cloth face masks. There’s a national shortage and they felt it was their social responsibility to reallocate what they had to serve the greater good. This is a great example of how to take advantage of the situation without trying to spin it in your favor or appear profit-driven.

 

9. Make room for questions

People will have questions. It’s unavoidable. As situations become more tense and uneasy, your audience will become hyper-aware of your company and your product or service. They’ll ask incredibly specific questions that you may have never been asked for. Be prepared and don’t be offended. Remember that people are trying to navigate a new situation just like you are.

 

10. Don’t go off the grid

This is incredibly important. I know at the beginning we mentioned “pausing” your campaign. But this is a temporary measure in order to regroup and come back stronger. You may feel continuing a social media campaign is insensitive in light of the current climate, but that’s simply not true. Your audience is looking for dependency and certainty wherever they can get it. They want to see you stand your ground and stay strong. 

 

We know that crafting a social media campaign in the middle of a crisis is probably the last thing you’re thinking about or even want to be doing. You have a business to run, employees to take care of, and customers to support. That’s where we come in. Let us help you through this season and ensure you come out on the other side strong.