Twitter may be somewhat useful, YouTube may be somewhat useful, but Facebook is completely useless when it comes to communicating about a crisis. Let’s use a case study to analyze effective crisis communications after Hurricane Ian. Or in this case, ineffective crisis communications.
Pardon my french, but DUMB people head to Facebook to try and get live updates and announcements about storms and other crises. Check out the video above to look at some actual comments and questions that people post. A company, or specifically an electric company in this case, may put out information or make an update to Facebook to try to manage the expectations of their customers.
However, the audience and demographic on Facebook ask ridiculous questions that just create noise. None of the comments advance the knowledge of anyone involved. Watch the videos to see how these complaints impact the reputation and revenue of this specific electric company, and how they could impact your company in the future.
To set goals, talk about your needs, and formulate a budget for communicating before, during and after natural disasters and other crises, schedule a complimentary, confidential call with me https://calendly.com/braud/15min
Crisis communications and media training expert Gerard Braud, CSP, Fellow IEC is based in New Orleans. Organizations on five continents have relied on him to write their crisis communications plans and to train their spokespeople. He is the author of “Don’t Talk to the Media Until…” and founder of SituationHub crisis communications software.
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