Tell us about a time when you had to handle negative social media attention. How did you manage the situation?

Social Media Publicist Interview Questions

Sample answer to the question

I had a situation where a customer posted negative comments about our company on Twitter. I immediately contacted our customer service team to address the issue and offer a resolution. I also responded to the tweet publicly, acknowledging the customer's concern and assuring them that we were working to resolve the issue. I then followed up with the customer privately to gather more details and provide personalized assistance. To prevent further negative attention, I monitored social media platforms regularly and proactively addressed any potential issues before they escalated. Additionally, I used social listening tools to track conversations about our brand and identify any negative sentiment. This allowed me to respond promptly and address concerns effectively.

A more solid answer

I had a situation where a customer posted negative comments about our company on Twitter. Recognizing the importance of addressing the issue promptly, I immediately contacted our customer service team to gather more information and develop an appropriate response. I then responded to the tweet publicly, acknowledging the customer's concern and assuring them that we take their feedback seriously. In addition to publicly addressing the issue, I reached out to the customer privately to gather more details and offer personalized assistance. By resolving the customer's issue privately, we were able to not only address their concerns but also prevent further negative attention from spreading. To proactively manage negative social media attention, I regularly monitored social media platforms for any mentions of our brand and used social listening tools to track conversations and identify potential issues. This allowed me to address concerns promptly and effectively, ensuring that our brand reputation remained intact.

Why this is a more solid answer:

The solid answer provides more specific details on how the candidate handled the situation, including contacting the customer service team, responding publicly and privately, and proactively monitoring social media platforms. The answer also emphasizes the importance of addressing the issue promptly and ensuring customer satisfaction. However, it can be further improved by providing specific examples of strategies used to prevent negative social media attention and showcase the candidate's strong crisis management skills.

An exceptional answer

I had a situation where a dissatisfied customer posted negative comments about our company on Twitter. Understanding the potential impact of negative social media attention on our brand, I immediately initiated our crisis management protocol. First, I contacted our customer service team to gather more information about the issue and develop an appropriate response. Simultaneously, I initiated a conversation with the customer, acknowledging their concerns publicly and assuring them that we were committed to resolving the issue. Following the public response, I reached out to the customer privately to gather additional details and collaborate on finding a satisfactory solution. This personalized approach not only resolved the customer's issue but also turned them into a brand advocate. To prevent the situation from escalating, I actively monitored social media platforms and employed social listening tools to track conversations about our brand. By proactively addressing potential issues and monitoring sentiment, I was able to identify and address negative comments before they gained traction. Additionally, I collaborated with the marketing and PR teams to create positive content and showcase our commitment to customer satisfaction. This proactive approach not only mitigated the negative attention but also strengthened our brand reputation.

Why this is an exceptional answer:

The exceptional answer provides a comprehensive and detailed account of how the candidate handled the negative social media attention, including specific actions taken, such as initiating a crisis management protocol and collaborating with customer service, marketing, and PR teams. The answer also highlights the candidate's proactive approach to monitoring social media platforms and employing social listening tools to identify and address potential issues. Additionally, the candidate showcases their ability to turn a dissatisfied customer into a brand advocate through personalized assistance and collaboration. Overall, the exceptional answer demonstrates the candidate's exceptional crisis management skills and ability to effectively handle negative social media attention.

How to prepare for this question

Familiarize yourself with the company's crisis management protocol and demonstrate your understanding of the importance of addressing negative social media attention promptly.
Prepare specific examples of how you have effectively handled negative social media attention in the past, highlighting your problem-solving skills and ability to turn a negative situation into a positive one.
Showcase your knowledge of social media monitoring and listening tools and how you utilize them to proactively address potential issues and maintain a positive brand image.
Emphasize your strong communication skills and ability to collaborate with cross-functional teams, such as customer service, marketing, and PR, to effectively manage negative social media attention.
Highlight your customer-centric approach and ability to provide personalized assistance to dissatisfied customers, turning them into brand advocates.

What interviewers are evaluating

Crisis management skills for handling any negative social media attention