The good people at Cision asked an important question last night:
Tweet us your tips! How should social media managers prepare for a crisis? pic.twitter.com/KgcXFREbbP
— Cision (@Cision) November 14, 2014
We’d like to flip it a bit: how can social media managers PREVENT a crisis?
First of all — as Bill Cosby, Robin Thicke, JP Morgan, Dr. Oz and any number of others can tell you — don’t schedule an open-ended Q&A on Twitter or anywhere else if there is anything approaching a controversy surrounding your business or personality.
Second, as the New England Patriots showed us last night: don’t automate your responses unless you are damn sure your “filter” works perfectly.