Ever since my first day here at immediate future I have taken a real interest in social media crisis management. It was my first social media project and I really enjoyed researching and reading about crisis management cases. I discovered many different success stories and found an array of horror stories. Over the last year I have kept an eye out for these stories, as “how do brands deal with a social media crisis?” is a very common question.

It really does depend on the situation, customer and brand. BUT, one thing that always seems to stand out as a winner is to make sure you get the brand’s personality across and not to panic!

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If this is possible then you have the perfect opportunity to make light work of what can be an incredibly stressful situation and even increase positive brand awareness!

I present to you…GREGGS THE BAKERS! (I’m not entirely sure what other types of Greggs there are- Greggs the man? Anyway…)

Community managers, please watch and learn

The crisis highlighted on Twitter was dealt with nicely!

 

 

This is a perfect example of using humour and wit to resolve a problematic situation. What is your favourite example of defusing a social media crisis?

© Darla “Dont panic”. Photo. Attribution 2.0 Generic

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