We recently witnessed the fall of three globally important social platforms, Facebook, Instagram and WhatsApp, all presented failures at the same time and hindered the communications of thousands of users and companies. But the question is , what should community managers do when social networks fail? Keep reading this article and we will explain it to you. We can do something? Yes, we can do a lot! When social networks fail, it is not the time to sit and wait for those responsible to lift the service, it is time to act to reconnect with our audience . El-Salvador Email List Especially if we are account managers of companies, brands or businesses that depend directly on their presence in these digital scenarios. Identify the situation The first thing we must do as CM is to verify what is happening, that is, if it is a specific problem with your cell phone, a failure of the internet connection of the place where you are, a problem in the locality due to saturation of data or any other issue that you can handle and resolve from the comfort of your workplace. If, on the other hand, it is an even bigger problem and it gets out of your hands, you can go to this page https://downforeveryoneorjustme.com/ and check the current status of any platform worldwide.
After complying with this mechanism and if you manage to identify the root of the problem then you must make the corresponding decisions as the case may be. For example, it evaluates if the channel that is down is the one that the company uses the most to communicate with its customers, if so, then it tries to transfer communications to other platforms. If WhatsApp Business is the most used, then find a way to bring conversation traffic to a Telegram channel. Analyze the behavior of your users When these events occur it is a good time to analyze how users start to behave. Do a deep follow-up of the mentions they make to you, comments, hashtags and any other data that can provide you with information for the future. It also analyzes your actions so that you can adapt quickly, but with certainty and security. Remember that from here, you can even develop a contingency plan for when social networks fail. If you have an active ad campaign Perhaps this would be the most challenging problem of all, we are talking about budget and these times nobody wants to lose money. In this case, it is best to talk to those responsible, contact your superior immediately so that he can solve the problem himself. The most tangible and safe thing is to pause all the campaigns that are active on the platform that are having problems and wait for the service to be restored.
However, you also have to take into account if the campaign is very important and if it must remain on the air. If so, it will be necessary to study the possibility of transferring it to another platform. Everything will depend on the urgency of the campaign. After restitution of service At this point, the ability to verify that everything is working in order comes into play and that each of the contents that we had programmed, as well as the prepared campaigns, are running perfectly. In the same way, check that there are no unanswered messages, questions from customers and users or any other aspect that is decisive for your objectives. Hong Kong lead Regarding the ad campaigns, observe the numbers and that the statistics agree with what you expected, if not, reconfigure and try again, thus monitoring for the next few hours. Contingency plan After this experience that we have lived, the most logical and sensible thing is that we sit down to develop with the entire team in charge of social networks of the company an action plan to manage similar cases. It could even be framed within the crisis management plan in social networks and in this way follow a safe route in which each person knows their role very well. Finally, but a very important recommendation. Never stop communicating with customers through a single channel, try as much as possible to have several options so that in cases like these you are not completely cut off.