Companies to advertise their products in the twenty first century have used the social media. Simple mistakes like hacking or typographical error on the social media can cost the company millions of shillings. Recovery from such a problem can be achieved by either admitting to the problem. Companies have had problems at times with recovery from social media problems because of not carrying out the necessary damage control measures. Celebrities have asked for forgiveness from their fans when they tweet wrong messages. Companies can recover from social media PR problem or use the problem to their advantage. The different social media accounts used by celebrities and businesses are twitter, facebook, and avatar. People are not limited to opening one account on the social media platform.
The use of PR problem to the advantage of the business is one of the best ways of recovery. The recovery strategy can be used to provide donations to organizations like Red Cross. The donated money will be used to carry charity activities to the society. The social media problem can be used to create awareness of the organization product. The use of social media PR problem to the organization’s advantage is made possible because of the high traffic of users who will be struggling to reach the page documenting the problem.
A suggestion on organization overcoming social media PR by admitting to the problem faces challenges. Businesses that have had past problem by offering poor services to the customers might have a problem of convincing the people the damage was unintentional (Tuten, 2010). Businesses with multiple past problems will not get their customer acting as ambassadors to solve the problem. Customers may make comments and updates on the social media page of the business trying to convince other customers the problem was genuine and their message will be supported.
The PR damage on social media can be caused by hackers inflating into the accounts making updates pretending to be owners (Zachary, 2011). The problem can only be reversed by changing accounts password to prevent any further update by the hacker. The organization should move forward to inform their customers what was the cause of the problem.
Business with social media PR problem must try to read negative and positive remarks from the customers. The remarks will help in writing a response to the problem and appreciating the customers for raising their concerns. The customers should be assured that members of the organization are working on the problem. Customers getting assured that their problem is being solved will restrain from making any other negative statement because of the problem.
The early release problem of product details can cause problems to the organization (Zachary, 2011). Organizations announcing the availability of product to the shelf before the supply may cause discontent among customers. The problem can be solved by releasing the product early to eradicate shortage.
The different PR problem on the social made may have similar mode of solving them. The solution can be releasing the product early, getting honest with customers, and sometimes using the problem to the advantage of the organization. Businesses that will require recovering from the problem should ensure that they have the trust and loyalty of their customers. The main actors to providing a solution to PR problem are the customer and owners of the social media account. The writers’ different opinion of recovering from the social media problems is good and practical making them implementable in case of problems.
Tuten, T. (2010). Enterprise 2.0 how technology, ecommerce, and web 2.0 are transforming business virtually. Santa Barbara, Calif: Praeger.
Zachary, S. (2011). How to: Recover from a Social Media PR Disaster. Retrieved on 5th April 2013, from http://mashable.com/2011/08/24/pr-disaster-recovery/.