News
19 Important Steps to Manage Social Media Crisis
In the past few years, social media platforms such as Twitter, Facebook, and YouTube have caught the attention of brands, small business & governments around the world. All of them consider social media platforms the ideal place to market products, services, news for free, plus keep their customers engaged to their updates, but did anyone planned for the bad scenarios that can happen “social media crisis”, such as online mass attack because of dissatisfaction, rumors, or boycott campaigns for any reason, etc…?
- So, how to handle social media crisis based on a ground experience?
What is a “Social Media Crisis“: Simply it’s a mass attack from people online, spreading negative/sarcastic conversations around your brand name. The reason could be something you’ve done in a way online/offline, lack of awareness, or just rumors. In most cases, if you wouldn’t have been able to change this perception in the right time, it will remain with you forever and turns your online life into hell.
Hence, In all scenarios you need to have a crisis management skills and plan to handle the crisis and protect your brand image. Sometimes they are preventable and avoidable, while other times they are completely out of control. Yet once a crisis comes to surface, you have to move into crisis management mode.
19 Essential steps to help you determine & manage a social media crisis:
- Through your daily monitoring, catch all hot topics/news around your name
- Set a severity line “number of conversations” if crossed, you need to raise the flag and turn into the crisis management mode
- Determine the reasons, number of conversations, sentiment, influencers, top conversations, and verbatim from different sides
- Admit that there’s an issue
- Share this admission on your social channels
- Update your social channels regularly, even if you do not have a solution yet “We’re working on the problem”
- Have a dedicated team to listen around the clock for new issues that may rise. Empower them to respond if needed
- Listen to how people are reacting to the initial crisis and base your response on that
- Answer questions and explain the issue. Spread awareness and go beyond “We’re sorry”
- Transparency — There’s no such thing as being honest
- Listen to how people are reacting to your responses, and update your further responses on that
- Listen to the entire web like blogs, YouTube videos about you, etc… Social media isn’t Facebook or twitter only
- Create an open stream. Don’t block Facebook posts or make your Twitter handle private
- Reach out individually to influences. Explain the situation so that they can blog your response better than you
- Speak in a human terms (not a corporate terms)
- Tag people on Facebook, mention people on Twitter — Respond directly
- Make sure you are responding to people individually, as many as you can, to truly show you care
- Measure the progress on the social media mentions, engagement, etc.. with social media listening & monitoring tools
- Once the issue is resolved, take a look back and write a summarized report on the experience
Hope you find these steps useful, and please share your thoughts and questions with us.
Lendo, a Saudi Arabia-based Shariah-compliant crowdlending marketplace, has signed a Memorandum of Understanding (MOU) today with J.P. Morgan to improve access to financing for small and medium-sized enterprises (SMEs) across the country.
The MOU was signed during 24 Fintech, a premier fintech event that brings together industry leaders, innovators, and investors in Riyadh.
J.P. Morgan and Lendo are working together on potential opportunities to support the SME sector in Saudi Arabia in growing and sustaining the remarkable demand in this market.
“This strategic collaboration with J.P. Morgan, a pioneer in the financial industry, marks a significant milestone for Lendo,” said Osama Alraee, CEO and co-founder of Lendo. “By combining our strengths, we’ll deliver cutting-edge financial solutions to SMEs, supporting their growth and contributing directly to the realization of Saudi Arabia’s Vision 2030.”
The SME financing landscape in MENA presents a substantial market opportunity as limited financial access continues to restrict the growth of the region’s businesses, with commercial banks hesitant to issue loans to SMEs at scale, resulting in a high percentage of declined financing requests annually.
The total SME financing gap in developing countries is estimated to be approximately $5.2 trillion, according to the International Finance Corporation (IFC).
Lendo’s debt crowdfunding platform aims to bridge the financing gap for SMEs, aligning with Saudi Vision 2030’s goal to significantly expand SME lending from 4% in 2018 to 20% by 2030.
According to the latest available report from the Saudi Central Bank (SAMA), the total value of debt crowdfunding in Saudi Arabia surged from SAR 1.4 million in 2019 to SAR 771 million in 2022, marking a remarkable growth.
Lendo raised SAR 132 million ($35.2 million) in total funding from leading investors, including the most recent Series B led by Sanabil Investments, a wholly-owned company by the Public Investment Fund (PIF).
Since its inception in December 2019, Saudi fintech Lendo has processed over 5,000 financing transactions on its platform, providing over SAR 2 billion ($600 million) in financing to SMEs and generating SAR 280 million ($74 million) in returns for investors.
TA Telecom, a prominent player in the Middle East’s tech sector, has unveiled AnteThink, an AI-driven tool designed to enhance decision-making processes for individuals and businesses alike.
With a history of influencing the tech landscape through various initiatives, including advanced mobile solutions, high-volume payment platforms, and ventures in e-commerce, fintech, and analytics, TA Telecom has carved a niche for itself. Serving a vast user base of 40 million and processing an impressive 15 billion transactions across its platforms, TA Telecom has cemented its position as a tech industry leader, with some of its ventures achieving the status of Y Combinator companies.
Established in 2000, TA Telecom has emerged as a prominent player in the technology sector. With over 40 million users and processing 15 billion transactions annually, TA Telecom has made a notable impact. Recognized for its contributions by the Financial Times and featured on Deloitte’s list of fastest-growing tech companies in EMEA, TA Telecom is known for its adaptability and forward-thinking approach in the ever-evolving global tech landscape.
Sameh Ibrahim, CEO of TA Telecom, highlights the potential of AnteThink: “AnteThink reflects our commitment to leverage technology for practical impact. It aims to provide clarity and confidence in decision-making, whether in the professional or personal sphere. AnteThink is a tool that can empower startup founders, executives, and individuals to make more informed choices, alleviating the stress and uncertainty often associated with critical decision-making.”
Mostafa Ashour, CEO of Y Combinator-backed startup NowPay, shared his perspective on AnteThink: “AnteThink transformed our strategic planning, allowing us to explore various scenarios and prepare for different outcomes. It has strengthened our decision-making process, helping us navigate the complexities of the business landscape.”
AnteThink embodies TA Telecom’s commitment to innovation, focusing on supporting the startup ecosystem. The tool is tailored to help leaders and executives navigate the complexities of business management and strategic development by providing a clear picture of potential outcomes.
Key Features of AnteThink include:
1. Second Order Mode: Offering a comprehensive analysis of broader impacts, fostering a strategic mindset for long-term success.
2. Optionality Mode: Enabling detailed evaluation and comparison of different choices to ensure decisions align with strategic objectives and values.
3. Inversion Mode: Focusing on identifying and mitigating potential risks, thereby strengthening risk management strategies.
Credit: Antethink
AnteThink’s advanced AI technology aims to assist decision-makers with insightful analytics, offering guidance through the decision-making process.
Selina Bieber, the Senior Director of Global Markets at GoDaddy, has predicted a significant increase in Egypt’s e-commerce revenue. By 2028, it could reach $9.88 billion.
Godaddy is forming strategic partnerships and launching initiatives to help local entrepreneurs. These efforts align with Egypt’s digital transformation goals and its Vision 2030.
In an interview with the Arabic financial news “Amwal Al Ghad,” Bieber spoke about GoDaddy’s plans and how they match Egypt’s 2023 strategy. She highlighted the company’s aim to provide effective, easy-to-use digital tools and services. By 2024, GoDaddy wants to serve more customers in Egypt by making its digital tools more widespread.
The company is working closely with the Egyptian government, especially the Ministry of Planning. They are offering training programs to improve the digital skills of startups and existing businesses. GoDaddy’s services in Egypt include domain registration, web hosting, e-commerce solutions, and digital marketing tools.
Recent surveys support Bieber’s positive outlook for e-commerce in Egypt. They show a clear trend towards digital strategies among small businesses. Many are realizing the importance of having an online presence for their growth and success.
As GoDaddy continues its partnerships and supports government digital initiatives, its influence on Egypt’s digital landscape is growing. The company is committed to sustainability and reducing its carbon footprint. It aims not just for business growth but also to contribute to a sustainable and thriving digital economy in Egypt.
The 2028 projection indicates a vast potential for e-commerce, with GoDaddy playing a key role in this digital evolution.
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