As a social media manager, what do you think is the best way to deal with online social media crisis?
It's important to have a crisis plan in place from the start (excel spreadsheet is a good way to lay it out).
I'd recommend organising a brainstorm with your team to work a list of potential issues that may arise. Once you have your list you can number each depending on how serious they are and work out a protocol for each.
It's also good to prepare written statements for each and have them saved in your spreadsheet ready to go.
However, if you find yourself in an unforeseen social media crisis you need to act as quickly as possible. Put out a post saying that you're currently looking into said issue and give a time when you will put out a full statement so fans know you're acting upon it.
Honesty and transparency is key for brands on social media. If there has been a mistake. It's best to come forward and admit to and apologise rather than try and cover it up.
This issues and management flow chart is a great way to help you decide on what action to take: http://melissaagnes.com/issues-management-response-flow-chart/
I hope this helps, let me know if there is anything else I can help with.