Social Media
Written By
Karen Bryant
Social Media Director
[Updated January 7, 2021]
During times of crisis, it’s critical to pay careful attention to your brand’s social media strategy. What, if, when and how you share, comment and act on social media can directly impact your brand anytime, and a crisis heightens that influence. Should you continue your regular content during a crisis? Is it appropriate to join the conversation?
These tips can help you determine the right path.
First: What constitutes a crisis? It may be an internal situation or a larger issue that impacts a significant portion of the population.
In 2020, of course, brands had to contend with many new crises or controversial topics, forcing them to take a closer look at how they approach and manage their social media. From the COVID-19 pandemic and economic shutdowns, to protests centered on racial injustice, to the boycotting of Facebook advertising and, in the first week of 2021, a violent mob's storming of the U.S. Capitol, marketers have had to think carefully about whether ongoing, brand-focused social media will serve as an asset, get lost in the shuffle or bring about harsh criticism.
Is it the right time for business-as-usual social media?
Consider these questions when deciding if it is appropriate to share content on social media and, if so, what to share:
- How does the crisis affect those who follow you on social media?
- Is the crisis dominating social media conversations?
- Is now the time to sell things?
- Will your brand appear tone-deaf to the greater issue if you post general content?
- Do your followers care about branded content in the face of the larger conversation?
- In addition to consumers, followers may include employees and customers. How will you be perceived by these important constituents if you post branded content at this time?