Government Social Media Shutdown

                It’s not one of the consequences of the shutdown we may have initially thought about, but with agencies closing their doors, the employees who were running the Twitter and Facebook accounts for the federal agencies are furloughed as well. While the focus for most of us this week has been on which government web sites are still operating and which are shut down the phenomena actually presents a chance to take stock on how effectively our government is handling its internet and social media presence, and by extension, what businesses in the private sector can be learning from this experience as well.The government is doing itself a disservice by cutting off social media. Digital trends expert Gabriel Shaoolian said, “Besides the negative impact on SEO, the government is discrediting their own authority and making other sites more of an authority because people looking for information will go elsewhere.”

In a time of crisis, an organization should communicate more.  

“Like any successful business, the government needs to have a top notch crisis strategy in place,” Shaoolian continued. “The worst thing to do when your customers (or in this case the American people) are upset and nervous is to cut off communications. It’s the same as telling people you don’t care.”Americans are concerned about the government shut-down in personal ways, Shaoolian noted. They want to know what it will impact. Will their passport arrive on time for a trip? Will their government business loan be frozen? Will their son or daughter still have access to a government loan for college? People are accustomed to finding these answers online. 

What can businesses learn about PR and communication from the current government crisis? Here are the points Shaoolian offers and that I stand by:

1. Never shut down communications during crisis. It tells your employees and staff you don’t care. It also threatens the future rankings of your digital properties as well (the SEO and online reputational damage could carry forward for many months, or even for years.)

2. Never underestimate the power of the underground communications network – especially in this day and age. If you are not in control of your communications someone else will take over (namely, the unsatisfied customers or employees who take tohe internet and create negative impressions  or gossip about you in a variety of ways).

3. Your website and your social media channels are very powerful tools. You should never underestimate their power, and should use them both to your advantage. 

To the U.S. Government, on the PR front, the organization is being widely regarded as a laughing stock for its handling of the current shutdown.  Can the country’s reputation ever recover from this? Time will tell.

Laila Entenman

#cgs2069

http://www.digitaltrends.com/photogalleries/social-media-shutdown-say-goodbye-to-these-stellar-government-accounts/?redirect_override=true#/1

http://www.forbes.com/sites/cherylsnappconner/2013/10/05/twitter-blackout-during-government-shutdown-pr-fail/