Social Media in a Crisis
Companies need to be mindful that one bad experience can be told to masses of people. Social media allows consumers to spread messages and reviews quickly around the world.
The site I found encourages businesses to use social media to keep customers and the general public up to date during a crisis. It encourages the company to respond to customers with more than just the basic update put out daily or hourly. The company should respond directly to comments either with a message or a way to contact them privately. The company should have someone always watching the social media sites to keep it updated. Customers like to see that the company cares and responds directly to them. By responding it gives a voice to the company and shows that it cares about the customers.
By clicking this link you will find why and how social media should be used during a crisis and before a crisis. There are examples from Toyota and how it used it during a crisis.