Walt Disney Japan has had a rough day on social.
The latest was an unfortunate tweet sent on the 70th anniversary of the Nagasaki bombing which translated to “congratulations on a not special day”.
How can you avoid tweet trouble on Twitter or for that matter, how can you ensure your global brand channels are engaged with local culture and customs in your key markets?
Hire for local context. Ensure your social media talent is well versed in the culture and customs of the country for the channels they are managing – either by hiring locally if you have a decentralized structure or hiring someone with work experience in that country.
Establish clear goals. Understand what business goals you are trying to achieve with your channels in each of your markets and how that ties into your content, campaigns and promotions.
Understand your audience. Do the research by developing personas to determine your audience given your business goals. Determine how and where your audience engages on social and how often. Plan to keep your engagement with them at their preferred level, not at your brand’s comfort level. Make note of important holidays and dates within the country in your editorial calendar.
Educate on brand values. It is essential that your social staff understand your brand values, your positioning and your overall strategy so that they can develop and manage content that aligns with your overall image. It also helps to prevent any “going rogue” scenarios. Educate continually, not just once.
Develop and train on protocols. Create protocols and crisis plans for your social channels with your social team to ensure it is clear and that there are response plans in place that will minimize any reputational damage.