Ah, summer! It’s the season of sun, fun, and local carnivals. Like clockwork, the festival rolls into town every year in my hometown, bringing with it a buzz of excitement. There’s nothing quite like clutching a strip of ride tickets, eyes wide with anticipation. As kids, we’d conquer the rollercoaster first, brave the dizzying heights of the swings next, and if we felt particularly daring, we’d line up for the notorious Octopus.
Now, if you were the one operating the Octopus, I’d bet spinning a trio of squealing teenagers until they begged for mercy was the highlight of your day. It’s all in good fun… until the ride gets a bit too real.
Ever had that moment when all you could think was, “Stop the ride—I want to get off!”? That feeling is all too familiar if you’ve ever been caught in the whirlwind of a viral community issue.
The Viral Beast
My first encounter with the viral beast was a doozy. The news spread faster than wildfire. Imagine our disbelief when a colleague halfway across the world, in Turkey, caught wind of our little predicament while tuning into the TV during his gym session. You really can’t make this stuff up!
Viral incidents, I’ve learned, don’t care whether you’re in a small town or a sprawling city, an entry-level staffer or the boss—the chaos is the same. Their main goal? Keep eyeballs glued to screens and fingers clicking, accuracy and context be damned.
These crises demand a strategy as robust as any emergency plan. The fallout is swift, and the stakes are high. Here are some strategies for when your organization finds itself the star of the show, and not in a good way:
Key Takeaways for Organizations:
- Develop Clear Protocols: Just as you’d have a safety plan for a fire, have one for viral incidents. Know who does what, and when.
- Stay Accurate and Transparent: Fight misinformation with the truth. Keep your communications concise, unified, clear, and factual.
- Manage the Backlash: From a flood of emails to more severe threats, be prepared to handle reactions calmly and efficiently.
- Legal and Security Coordination: Sometimes, things get nasty. Having your legal and security teams on speed dial isn’t an overreaction.
- Understand the Audience: Recognize that many reactions may come from people who aren’t local patrons or directly affected by the situation. This awareness can help tailor your response strategy to be more effective and targeted.
- Adopt a ‘Less is More’ Approach: In the whirlwind of viral attention, not every comment or provocation requires a response. Strategically limit your replies to conserve resources and avoid escalating the situation unnecessarily.
- Keep Leadership Informed: Regularly update your board and other staff members so they are not caught off guard. This keeps everyone on the same page and prepared to handle inquiries or discussions about the incident.
- Equip Everyone to Respond: Ensure that all front-line staff, such as those answering phones or working at the front desk, are equipped with the necessary information and trained to handle inquiries confidently and appropriately. This helps maintain a unified and professional front across all touchpoints.
- Conduct an After-Action Review: After the crisis has subsided, organize a review session to evaluate what worked and what didn’t. This analysis will help identify areas for improvement and prepare the team for future incidents.
Key Takeaways for Personal Wellbeing:
- Check-Ins: Leaders should regularly check in with staff to ensure everyone is managing well, offering support, and addressing concerns and questions as they arise.
- Seek Advice from Experienced Colleagues: If you’re facing a situation for the first time and feel unsure, don’t hesitate to call a colleague who has handled similar issues. Their insights can provide guidance and reduce feelings of isolation.
- Stay Informed, Not Overwhelmed: Stay updated, but don’t drown in the drama. Detachment can be a necessary form of self-preservation.
- Open Lines of Communication: Ensure everyone involved has someone to talk to. Stress shared is stress halved.
- Avoid Hyper Vigilance Post-Crisis: Once the immediate crisis has passed, resist the urge to remain in a state of high alert. Continuously monitoring updates or discussions can prolong stress and hinder recovery.
- Professional Support: If things get too intense, seeking help from a professional isn’t a sign of weakness but strength.
- Express Appreciation: Regularly thank everyone involved for their efforts and resilience throughout the crisis. Acknowledging individual contributions can boost morale and reinforce the strength of a positive team environment.
Remember, navigating the stormy seas of viral incidents is part carnival ride, part test of endurance. With the right strategies and a strong team, you can get through it and exit the ride a bit wiser and ready for whatever comes next.
So, hang tight, check your safety harness, and try not to throw up!
Jane