Facebook Has Classic Attack of the “Mondays”
As a business owner using social media, it’s incredibly maddening to receive this message when creating a post status: “There was a problem updating your status. Please try again in a few minutes.” Seriously? Well, on Monday, a few minutes turned into hours.
For many of us, the day went South when Facebook experienced a massive service interruption that brought status updates, photo sharing, likes, and comments to a screeching halt.
After several attempts of logging in and out of Facebook, I hustled over to Twitter and Google+ to answer the “Is it just me?” question! Plugging in the hashtag #Facebook, it was obvious that Facebook was experiencing a widespread server issue.
Business owners AND customers have come to rely on social media as a communication and customer service tool. So, what can a business owner to do to mitigate a breakdown in communication when a social media channel is down for more than a few minutes?
1. Put alternatives in front of your social media consumers. Don’t rely on one social channel to reach your customers. The potential to lose leads and revenue during an outage is much greater if your eggs are all in one basket. Consider a mix of a website and 2 social media channels.
2. Advertise the alternatives—let your customers know that they can go to other channels or call an 800 number if the outage is likely to go on for hours.
3. Keep your customer’s updated. Head over to Twitter or Google; give your readers a heads up there’s a social malfunction and show them you’re on top of the situation.
4. Use the downtime to send a quick email blast to your customers. Even when an outage is out of your control, thank your customers for their patience by offering them a special promotion code, discount or special. Offering something unexpected can often deflect potential negative reactions to a service interruption.
5. Send them a brief text message about the outage. Let them know they can contact you via text, email, or another social channel.
Don’t depend on one social media channel. When one channel goes down reach out to your customers in other creative ways. When all else fails, head over to Twitter and enjoy the overflow of humorous tweets while Facebook was down.
How did your business handle the Facebook outage? Did you stop communicating or touch base with them in other creative ways?
Outages are the nature of the internet beast. Here are a few sites that provide multi-channel status updates on the most popular social platforms:
Facebook: Check out Facebook’s Developer Page for service messages and issues or Facebook’s Twitter Account
Try DownRightNow monitors the status of popular web services (Facebook Twitter, Gmail, YouTube) combining user reports and official updates to tell you when there’s an outage or service issue.
Visit IsItDownRightNow monitors the status of your favorite web sites and checks whether they are down or not. Check a website status easily by using the below test tool. Just enter the url and a fresh site status test will be performed on the domain name in real time using our online.