How Should You Respond to a Social Media Mistake?


This week on Social Brand Chat presented by KXIC we discussed a question spurred by several recent incidents in the news, “How should you respond to a social media mistake?” Whether you’re Dave & Buster’s with a regrettable tweet or Uber’s leadership recovering from a gaffe about journalists, this is a topic of interest for brands of all shapes and sizes. Let’s chat about this.

As always, when it comes to social media, we should all work to remember the “mom rules.” If you can’t say anything nice, don’t say anything at all. And if you do make a mistake or say something inflammatory, apologize. And do it soon before the story of you not responding makes the issue snowball even further out of control. Also worth noting is the fact that over 60% of organizations are still lacking internal policies to help govern social media. Listen to the show to hear the rest.

For this week’s social media news we talked about a new money transfer feature on Snapchat that they’ve developed in partnership with Square. Get the full story on Fast Company.

Do you have a question about social media you’d like answered? Ask in the comments below, on our Facebook page, or on Twitter using #SocialBrandChat. Check out previous episodes of the Social Brand Chat podcast here.

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Until next week, see you on the Internet!