Huff! Social media can either be a short escape or it can be a big black hole! Agree?
There may be situations that set off a range of negative responses against a brand. It involves offensive posts or stories, or boycotts or even hate comments, etc.
Let’s talk about one such case study. Boeing.
In the years 2018 and 2019, Boeing faced two crashes involving their 737 Max airplanes. This triggered a massive crisis for the company, especially on social media. People started spreading negative tweets, and putting up a boycott against boeing. People raised serious questions about Boeing’s commitment to safety.
On top of that, Boeing was initially slow to engage with the public on social media, and when they did address the issue they turned to be more technical, and defensive of their airplanes rather than being sensitive and empathetic to all the casualties caused. This allowed them to be widely criticized. All the Boeing 737 Max airplanes were stopped from flying everywhere in the world. This made the problem much worse for Boeing. The company’s reputation suffered immensely, impacting trust among customers, airlines, and the public.
Over time, Boeing increased its social media activity, attempting to engage with the public more directly. Subsequent messages began to show more empathy and transparency, acknowledging the company’s mistakes and outlining steps to rectify them.
A key strategy was to emphasize the company’s commitment to safety, highlighting the measures being taken to ensure the 737 Max was safe to fly. So when it comes to a social media crisis online, keep these points in mind!
– Listen: Pay attention to what people are saying about your company online.
– Respond: Answer people’s questions and concerns timely and politely.
– Be Honest: Tell the truth about what happened, even if it’s bad news.
– Apologize: If you made a mistake, say sorry sincerely.
– Fix the Problem: Show people you’re working hard to solve the issue.
– Be Patient: It takes time to fix things, so be calm and understanding.
It’s all about being open, honest, and helpful when things go wrong. So keep up and all the best!
#Boeing #Boeing737max #airplanes #crash #casestudy #socialmediacrisis