Community managers have a great job, interacting with customers and ensuring a brand’s reputation is kept pristine online. However, crises do pop up, and more often than you’d think.
This infographic takes a look at the origin and triggers of 30 major social media crises of 2011, to see if there’s a method to the madness of irate tweets, annoyed status updates and vicious vloggers.
Your company’s brand is just as valuable as what you’re selling, so it’s important to monitor your brand reputation online. And just as the 30 companies in this infographic realized, that reputation can get damaged pretty quick in the world of real-time social interaction.
In this infographic, digital strategist Christian Faller explores the epicenters of social media crises, including which network they originated on, the most common triggers and the top 10 causes of the crises.
And some of the results are pretty surprising. For instance, Twitter accounted for about 18 percent of the epicenters of crises in the years prior to 2011, but that percentage skyrocketed to 53 percent last year. Twitter is clearly an influencer network, and one that community managers can no longer ignore.
When it come to the causes of the crises, the old adage “the customer is always right” holds up – 54 percent of crises are triggered by customer complaints and negative sentiment. But a whopping 33 percent of crises are actually caused by the company itself, indicating that navigating the waters of social media isn’t yet a natural fit for many companies.
Take a look at the infographic below to explore how social media crises originate and spread (click to enlarge):
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