How to Recover From a Negative Social Media Update

Decide if the post should be deleted. Whenever you discover a questionable post on your social media account, the first step in crisis management is to assess the situation. You will need to mitigate the damage caused by your account hack or error, regardless of the extent of it. Keep in mind that simply deleting the post will not resolve the entire issue. Many tools make it easy for someone to grab a screenshot of your social indiscretion. If the post was written by you, a member of your team, or an agency you hired to manage your social media campaigns, deleting it could make you look bad. Plus, if it comes to light that you tried to sweep a bad situation under the rug, your brand will only look worse. That’s why it’s typically a better idea to let these posts stay, even if you later go on to regret them.

Think before you delete. If you post something silly, it’s better to ride it out than to make it look like you’re hiding something.
However, there are some circumstances in which deleting social media posts is both acceptable and even required. Lewd or Graphic Posts: It is unfair to subject your followers to images that make them feel uncomfortable, especially if your target audience is primarily composed of a younger demographic. If someone publishes wildly inappropriate (think R-rated and above) text or graphics to your account, delete the posts as quickly as possible.
Obvious Hacks: If it’s clear that your account has been hacked, there’s a higher level of acceptance in deleting the post. In this day and age it’s fair to assume people know that being “hacked” is just another cost associated with conducting business online.
Remember, people won’t always believe that you’ve been hacked. In addition, many social media users are quick to criticize a company if they believe it staged a fake hack as a publicity stunt. It’s also important to remember that you can’t delete hacked posts if your Twitter password is “password.” #2: Take Responsibility
The person who committed the error or a higher-up in the company are typically the two people who should send the apology message. While most of the time it sounds better when the person who sent the inappropriate social message takes responsibility, it’s not always an option. In that case, request a response from a higher-up in the organization. This way your followers feel like you’re taking the situation seriously and the spokesperson can address how the company plans to ensure nothing similar happens in the future.
The unapologetic humor of The Onion is well-known. However, they were forced to apologize to their fans as a result of backlash over an inappropriate tweet. #3: Track Mentions and Engage
Get prepared. Your company’s social messages are about to skyrocket. Of course, this depends on how many people follow you on social media and how offensive the error was. Yet even the smallest brands should be prepared.
Stay on top of posts and mentions by using a social media management tool like Topsy. These tools not only make it easy to respond to the influx of comments, tweets and page posts, many will also allow you to run social analytics that assess the damage done to your following.
the onion mentions on topsy
After your social crisis, use a social media management tool to monitor mentions and consequences. You will be able to respond appropriately and promptly if you keep track of mentions. It could mean the difference between keeping customers and losing their business (and respect) for good.
#4: Develop a Post Approval Process for the Future
Put in place new procedures to ensure that nothing similar occurs in the future (assuming, of course, that you are not hacked) once you have mastered your current situation. Even if you haven’t yet faced a social media crisis, take these steps to ensure you never do.
Make an editorial calendar for social media. This is a great system to put in place to double-check and approve posts because most editorial calendars have multiple users. This will ensure that no offensive or inappropriate content reaches your social media accounts. Also, when you plan far enough in advance, you have time to consider your posts for days, or even weeks, before you submit or schedule them.
editorial calendar example
Create a social media content calendar to plan your activity and prevent inappropriate posts in the future.
If you use a social media agency, schedule time to sit down with them. That way you can spell out exactly what you will and will not allow them to post.
Conclusion
On social media, most businesses don’t mean to offend anyone, but occasionally it does. Rogue or disgruntled employees, hackers and trolls all have motives and means to destroy your social presence.
Whether your brand gets hacked or someone on your team makes a poor content choice, it’s important to know how to handle situations that could tarnish your brand’s social reputation. Deal with your social media crisis immediately and tactfully. In addition, establish a procedure that will safeguard your business in the future. What do you think? Have you had a negative social media update? Have you been in a crisis on social media? How did you handle it? What advice do you have for others? Please share your thoughts in the comments.