How To Handle An Instagram Crisis?

An Instagram crisis is any situation that can damage the reputation or image of your brand on the platform. This can happen due to anything like negative comments, mistakes in your posts, wrong messages,  angry reactions, or public perception of your brand.

The social media algorithms are designed to amplify the posts with more engagements and views. So, during a crisis, the more likes, comments and shares fuel the algorithms to show the content to a wider audience. And the crisis spreads like a firestorm within no time.

Essentially, the tools designed to boost engagement can also amplify crisis if not managed effectively. Crisis management on Instagram should be documented before even starting the brand on Instagram.

Instagram is one of the leading social media media platforms to build connections, build brands, and even monetize through various ways. But one wrong step can lead to a negative impact on your brand. Here are a few culprits to the Instagram Crisis.

• Inappropriate Posts

Offensive language, inappropriate images/videos, wrong or misjudged jokes will outrage and harm your reputation. Humour does not travel well on the web all the time. Be cautious!

• Negative Comments

The unhappy customers can vent their frustrations publicly on Instagram and other social media apps. Though, these comments are a learning curve but unchecked negativity can spiral out of control.

• Off Branded Content

If the content goes too far away from your brand image or not related to your brand, it can cause confusion. This will isolate your audience and leave a negative impact on your image. Stay true to your brand authenticity.

• Controversial Posts

The greatest mistake one can ever make is to take a stand on a controversial issue without careful consideration. This will ignite online arguments and isolate your audience. Be thoughtful before participating in any argumental posts.

• Insensitive Content Timing

An ad with a tone of festivities running in the middle of a global crisis can be perceived as insensitive. Be sensitive to what is going on in the world and dial back content accordingly.

Building a strong brand on Instagram is important but what about the times of crisis? Every brand needs to have an Instagram crisis management plan. Here are the measures to prevent a crisis on Instagram.

By following these Instagram crisis management tips, you can create a social media shield. It will deflect potential crisis and keep your brand shining brightly on Instagram.

• Tip 1: Secure Your Instagram Account

Instagram crisis can often happen with a hacked account, so make it harder for anyone to take over your accounts.

Make your passwords strong, double check them and do not give access to many people. Also, turn on 2-factor authentication. One important tip is to remove access to any person leaving your company.

• Tip 2: Curate A Crisis Management Plan

Create a robust strategy to handle Instagram crisis.  Designate roles to the team members with clear guidelines. They should know what they need to do during a crisis situation.

Discuss the plan with the employees and stakeholders and ask their input too. Make a checklist of the steps to act swiftly during the crisis. Designate crisis communication roles and establish rapid response protocols. Plan the short consistent messages to be issued during the crisis.

By anticipating potential crises and outlining clear procedures, you can minimize damage, restore trust, and protect your reputation. Howeve, you must review the management plan and see they adhere to social media guidelines.

• Tip 3: Monitor Your Brand Mentions on Instagram

Imagine having helpers who watch what people say about you online all the time. There are special tools to track what people are saying about your brand and identify potential issues early.

With these tools, you will easily classify if something might turn into a bigger problem and fix them before they get out of hand.

• Tip 4: Establish A Crisis Management Team

Choose the best people around you to create a crisis management team. Just, ensure these individuals are responsible for handling communication and decision-making during a crisis.

With a crisis management team, it will be easy to avoid any confusion. So, train them well, define their roles and responsibilities.

• Tip 5: Use Social Listening Tools

You should utilize social listening tools that support you during the crisis. These tools don’t just track mentions, but analyze sentiment and identify emerging trends that could pose a threat.

In a social media crisis, these tools keep a close eye on what people are saying, moment by moment. This lets social media managers jump in and respond quickly.

• Tip 6: Track The Reputation Score

Analyzing crisis on Instagram is an important part of crisis management. Some social media tools can track reputation scores. They help you gauge public perception of your brand and identify areas for improvement.

Keep a check on the reputation score to understand the overall sentiment for your brand. If there is any potential issue, you can take proactive steps to address them.

• Tip 7: Put A Pause On Future Campaigns

Though, you might have planned the posts ahead of time but when the crisis occurs it’s the time to pause them. Any posts during a crisis will not only further damage your reputation but also hinder any crisis management activity.

So, pause all your future campaigns that might seem insensitive or out of touch during a crisis.

• Tip 8: Communicate With Your Employees

A must thing to avoid during the Instagram crisis is office gossip. Hence, clearly communicate with your employees stating what is happening around.

Every employee should be clear on their roles and responsibilities during a crisis. An informed team would also be able to respond to any queries or inquiries without any hassle.

• Tip 9: Revise Social Media Guidelines

Social media presence goes beyond posting on Instagram.  Everyone in your team should be well aware of the guidelines defined for social media usage.  They should know respecting copyright laws and properly crediting content.

Knowing when to keep conversations private, understanding your brand’s voice- casual/formal, and creating posts, stories, and videos should be part of the guidelines. This ensures consistency and avoids any copyright or privacy leaks.

• Tip 10: Identify And Resolve The Issue

As the crisis hits, the first thing to understand is to detect the source of the crisis. Check if there are continuous or recurring issues on product reviews, some negative comments, or complaints.

Before charging in with a response, assess the situation. Understand the root cause, the severity of the issue, and the sentiment surrounding it.

Lastly, be present on Instagram and respond to questions or comments. It’s the time to engage with the audience and answer them privately or publicly with complete calm. Respond to comments and messages promptly and with empathy.

• Tip 11:  Avoid Deleting Comments

Avoid deleting negative comments. It can make it seem like you’re trying to hide the issue. Respond directly and professionally, acknowledging concerns and demonstrating a commitment to resolution.

Address the concerns raised in the comments and take steps to fix the problem that sparked the crisis. This shows genuine commitment to improvement.

Social media crises occur faster than you think. But there are ways to use Instagram for crisis management and also detect it early.  Let’s dive in and explore the signs of an Instagram crisis so that you will know exactly how to handle it.

1. Regularly Check Instagram Engagement

Your Instagram post may get a number of likes or comments but keep a check on any negative comment. A sudden drop in engagements, likes or comments is a sign of trouble coming in the form of an Instagram crisis. Regularly monitor the metrics of engagement and keep an eye on any dramatic shifts.

2. Check Public Sentiment Through Comments

Only sharing a post/image or video is not enough. Keep a check on the comments section. Is the audience happy and engaged? Are people sharing positive reviews and good feedback? A quick response to any question or concern shows that you are committed and take care of any issues.

3. Review The Volume Of Negative Feedback

You can listen to the Instagram conversations. Is there any sudden negative buzz, critical reviews, or angry comments? Take a note of it and address the issue beforehand. Review the volume of the negative buzz and respond to it promptly.

A crisis can erupt quickly, but with the right approach, you can manage it effectively and maintain a strong brand image. Here are some key dos and don’ts on how to handle an Instagram crisis.

Things You Should Do In An Instagram Crisis

You should consider doing the following acts in an Instagram crisis. The importance of prompt response in crisis management lies in demonstrating transparency.

• Respond Quickly- Address the issue promptly to demonstrate transparency and a willingness to take action.

• Apologize Immediately – If you’ve made a mistake, own it. A sincere apology shows empathy and can help resolve the situation.

• Monitor the Situation Continuously –  Keep a close eye on the conversation. Track comments, mentions, and news stories to stay updated on the situation’s development.

• Engage with Key Personalities To Spread Your Message- Reach out to influencers, brand ambassadors, and loyal followers who can help spread your message and address concerns. Their positive voices can be powerful in settling the crisis.

Things You Should Not Do Or Avoid During Instagram Crisis

Avoid doing the following things in a crisis situation. However, it is but handles it strategically.

• Don’t Argue with Followers – Never in the least, argue with the followers. Engage with angry comments politely and professionally, aiming to understand their concerns.

• Don’t Neglect Internal Communication – Keep your team informed about the crisis and the steps being taken to address it. A united front is crucial during a crisis.

• Don’t Overpromise Solutions – Don’t make unrealistic promises you can’t keep. Focus on outlining the steps you’re taking to resolve the issue and be transparent about the timeline.

Follow the Instagram crisis response strategies mentioned in the blog and create a proper plan. Instagram crisis can hit any business owner, creator, or influencer. Be aware of the potential threats and work accordingly with a calm mind.

Review your social media guidelines and update them to prevent similar issues in the future. This strengthens your defenses and builds resilience. Remember, being proactive, prepared, and transparent will help you settle any crisis effectively and maintain a good reputation.