In times of national and global emergencies, businesses are scrambling to respond to COVID-19 and develop appropriate social media strategies to connect with customers. As many people turn to social media, this can be an essential time for businesses to not only share messages and updates but also give support during this time. Keep reading for tips on how to manage your business’s social media during a crisis.
Reconsider current social media plans
Now is an excellent time to begin looking at the bigger picture and what social media means to your business. Pause and reflect on your current social media plans as some content for campaigns may be better saved for another time. Tailoring your media plans to the changing needs of consumers could serve a much better purpose right now.
COVID-19 has impacted almost every business in some way. Companies can use their social media accounts to explain how they’re being affected by what is going on. It could also help local businesses to share information such as opening hours, delivery instructions, temporary closings, or any additional information that your customers may need to know. And remember, it is always better to over-communicate than to under-communicate, especially in times of a crisis!
Can your company help?
While many companies use social media as a way to market their brand, products, or service, there might be some small things your business can do to help during this unprecedented crisis. Ask yourself if your company provides anything that could be of use or relevance amid the coronavirus and then implement the correct social media strategy to reflect this.
Reaffirming commitment to customers
With so many businesses impacted, consumers are getting more communication from companies that they engage with online. Be sure that the information you provide through social channels is empathetic to that. Aim to make all communication clear and relevant and avoid making assumptions. Also, see that you share decisions early to give customers time to react with messages.
Support and keep your team informed
As work may look a little different for some of us, we must embrace this transition and continue to communicate with our organization as well as customers. It is imperative to let employees know how your company intends to deal with this crisis and the new work environment. As people begin to adapt to new working practices, productivity may not be at its normal levels. Keep close contact with your team and set expectations and due dates for what the few weeks or months may look like.