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When Disaster Strikes

 

Lightning strikes over downtown Tulsa, Oklahoma.

Lightning strikes over downtown Tulsa, Oklahoma. (Photo credit: Wikipedia)

In customer care, we are used to providing a supportive role to our customers, our brand, and our organization. When crisis strikes, the best thing we can do to assist is to continue providing support.

I’m reminded of this with the recent tornados that swept through Oklahoma. Having lived in the Oklahoma area, I am compelled to help in any way I can. But, having lived through these kinds of events, I also realize that too much help is not really help.

Any recent natural disaster research can tell you that assistance is only beneficial when the right help is provided at the right time. For example, if too much water or too many bandages are purchased and trucked in, this can cause a shortage of other much needed supplies.

A good plan is to make the best decisions possible with the data currently available, remain flexible and divide tasks early among groups to cover as much ground as possible. The trick is making sure communications channels remain open across all groups to avoid information silos. This can be challenging if one point of contact from each group is not quickly identified. Uncoordinated information can cause false or stale data to be distributed. Lack of information can mean the right people don’t have the latest intelligence. This can become damaging quickly in social media if incorrect data is supplied to customers.

So, here’s hoping everyone is safe in Oklahoma tonight. And here’s hoping these words can provide benefit to others coordinating efforts.

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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