While such major disasters may be easy to dismiss for most small businesses (pah, that could never happen to me), having a social media crisis management plan in place is important no matter who you are. Major companies can weather storms. Heads may roll, and stock prices may fall, but the company shrugs it off and continues.
What would happen if your company found itself under attack? All it may take is an inappropriate Facebook comment by an employee, or a disgruntled customer whose complaint isn’t answered appropriately. Can you afford to shrug it off?
For me, the most important take away is to monitor, monitor, monitor. Even if you can’t be bothered constructing a crisis management plan, or don’t believe your business needs a social media presence, you can’t afford to stick your fingers in your ears and hope everything goes away.
Social media is a constant cocktail party. People mingling and discussing everything and anything, including your business. The decision you have to make is, do you want to be in the room listening? Or let them talk about you behind your back?
Being aware of potential issues is the first step to addressing them.