What to Do After a Social Media Mistake

I read a great article last night from Ragan’s Health Care Communication News and I wanted to share it with you. One of the scariest things you can do while using social media is post something to a business account that you meant to share with your personal network. We all remember the Anthony Weiner scandal and Chrysler’s Twitter blunder so it’s important to think about how to handle a situation like this in the event that it ever arises.

The easy route would be to tell your employees not to access their personal social media accounts during business hours, but that’s just not realistic. If you’re encouraging your employees to connect with you on Facebook, Twitter or LinkedIn, then they’re already using their personal accounts, and with tools like TweetDeck and Hootsuite it’s easy to link multiple accounts. Even if you ban social media in your business chances are your employees are accessing it on their smartphones. So what happens when an employee sends a Tweet meant for their personal Twitter to your businesses account? Your first reaction might be to delete it immediately, but that’s not necessarily the best way to handle the situation. If a social media mistake occurs, Health Care Communication recommends that you:

  • Respond as quickly as possible
  • Monitor the response
  • Be honest
  • Apologize appropriately
  • Repair the mistake
  • Move on

The worst thing that you could do is try to minimize the situation. Admit that you made a mistake and do your best to repair the damage. Once you’ve put something on the internet, it’s there forever. To read the full article from Health Care Communication news click here.

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