Many of us watched earlier today as the @SeppBlatter & @fifaworldcup went array on Twitter. Yes, in case you missed, they got hacked. Here’s a recap of the action here.
Unfortunately, it is not the first time we’ve seen a brand get hacked on Twitter and it won’t be the last. For those of us who work in social media and the communications world, it’s extremely painful to watch these types of scenarios unfold. Today I kept thinking… what can we all learn from this? So, here are four simple takeaways from the @SeppBlatter & @fifaworldcup account hacks today (or from any hack for that matter):
1. You Can Never Snooze On Social
It’s important to remember that social media never sleeps. Social media doesn’t care if you’re on vacation, out at lunch, enjoying Sunday brunch or home at 9 p.m. on a Monday night; a social media crisis can unfold at any time. For those of us who work in social media, especially with a very small team (or even solo), this is an interesting predicament. It’s impossible to be tuned all the time, but if you manage social media accounts I would encourage you to:
- Learn to love Tweetdeck, Hootsuite or another social media monitoring tool (if you don’t already).
These tools are a staple in my day-to-day work. With a second screen, I can work on other projects while also monitoring the conversation and social landscape. - Have someone on call during after hours and weekends.
Brands need to have someone ‘on call’ after hours to address issues if they arise or to check in to the conversation from time to time. Yes, if you want a 9 a.m. to 5 p.m. job, I suggest you don’t work in social media. - If you schedule post, you still have to be in the know.
I’m leery of scheduling posts, but I also understand that in some situations, it has to be done. Scheduling posts does not give you a pass to check out though; you still have to monitor your accounts and the conversation online.
2. None of Us Are Immune
We not might not be able to prevent a hack from happening, but we can at least do our best to protect our brands online. Twitter has good tips for all of us to keep in mind. Maybe if we’re proactive, we won’t have to be reactive.
3. Have a Plan
What will your team do if your Twitter account gets hacked? It’s never a bad idea to plan for the unexpected, so have the conversation with your team. In the unfortunate situation that your accounts are hacked, you’ll be better equipped to respond efficiently and effectively.
4. Use Your Platforms
From the Twitter account hacks I’ve seen, it can take over an hour to regain control of your account. In the case of a hack, make sure you utilize your other official platforms to let people know that you have been hacked, are working to rectify the situation and do not endorse the views being expressed. Remember, silence probably isn’t golden in a hack situation.
The takeaways are simple, but a good reminder nonetheless. So now it’s your turn to tell me…
Do you have a plan in place in case your brand gets hacked?
