I previously wrote about using social media as part of a crisis communication plan. About a month ago, Tonya Garcia of PRNewser tackled this topic using General Electric as an example of how not to use Twitter to deceive the public. More importantly, Ms. Garcia detailed three steps that will help turn a negative PR event into a one that will not sting as much.
The article focused on using Twitter to help set the record straight, but in my opinion other social media platforms can be used just as effectively. For example, Facebook can be used to host Q&A chats and post responses.
The point isn't about which social media platform would work better in this situation, rather this should serve as a reminder for public relations professionals to include using social media as part of your crisis communication plan because it's the quickest and most direct way to communicate with all of your audiences. Just make sure you tell the truth.
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