As an Associate in Public Relations at Smith & Smith PR agency, I've had firsthand experience managing a social media crisis. One of our clients - a food processing company - faced backlash due to a viral post about a foreign object found in one of their products. Amidst growing public concern, we needed to act quickly and strategically.
We immediately initiated our crisis communication plan, which involved promptly acknowledging the incident on social media, exhibiting sincere concern, and taking responsibility. We leveraged the power of video content, where the CEO personally addressed the issue, expressing regret, and outlining preventative measures to avoid any such incidents in the future.
Through consistent and transparent communication, we were able to control the narrative. Public sentiment began to shift, and after a thorough investigation and our diligent customer engagement, the crisis was resolved, and our client recovered their online reputation.