How sentiment analysis can assist in crisis management

When a PR crisis happens, it can easily cause panic in the office. However, sentiment analysis can relieve the pressure on a reputation manager by helping to prevent, treat and evaluate the effects of a crisis.

Here's how:

1. Preventing a crisis
Sentiment analysis can be a clear indicator of a crisis brewing. Having insights into conversations surrounding your brand can mean the difference between a small, easily resolved issue and a PR crisis that is detrimental to your reputation.

2. During a crisis
Gauge the severity of the crisis and find specific points your audience wants you to address in your crisis communication. Touching on all aspects — big and small — of a crisis communicates that your brand values what your audience needs.

3. After a crisis
Evaluate the impact the crisis and, in turn, your crisis communication campaign had on brand sentiment. Analyse and adapt your future crisis communication strategy accordingly.

Sentiment analysis is a key tool in effectively managing potential issues, and every PR professional could benefit from this secret weapon in their toolbox. Read more in our blog, How sentiment analysis can improve customer experience and loyalty.

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