Your MSP marketing department needs to understand how to manipulate outreach in a positive way and handle fallout from marketing disasters. This isn’t going to happen incidentally, it will require direct, strategic effort.
Social Media Crisis Protocols
Working with SEO groups which regularly provide ROI-rich marketing for MSPs helps you avoid trial-and-error in developing crisis response protocols. Such groups are likely going to advise you use tactics like these during such events:
- Develop a means of sorting issues
- Directly address associated fallout
- Put together “quick win” options from known-effective solutions
Develop a Means of Sorting Issues
Your MSP marketing team needs to understand how to sort social media issues. Sometimes you’re dealing with something big, sometimes you’re not. For example, a bad review of services should predicate direct response. If you can’t reach a resolution, bury the bad review under a pile of good ones to keep it from impacting you.
However, that’s a lot different than some PR disaster where an ad from your outreach campaign is turned into an offensive meme, or something similar. Such a situation may predicate a total shift in marketing strategy. Know how to sort issues to understand which way to go.
Directly Address Associated Fallout
When you’ve got true fallout from an issue, address it as directly and comprehensibly as it’s feasible to. Think “damage control”. You’ve got to put the fires out, or they’ll keep burning up social media until your whole MSP is compromised.
Put Together “Quick Win” Options from Known-Effective Solutions
When you successfully handle PR disasters on social media, note what you did so you can handle similar issues quickly in the future. This is the “quick win” strategy, and it can be integral in helping you learn from and contend with social media disasters.
Bouncing Back from Bad Social Media
An MSP marketing campaign which follows “quick win” social media management strategies, directly addresses negative fallout and determines the best way to manage diverse issues should have expanded security in the face of unexpected online PR disasters.