21 Jan Social Media Crisis 101
“Everybody has a plan until they get punched in the face” – Mike Tyson
- Crisis Management Plan – Most companies have a crisis management plan – now extend that to Social Media and every form of outgoing communication. One person, or his/her team, must establish all the facts so that decision makers (business owners, executives, or top stake holders) can make a decision in response to crisis.
- Public Relations Plan – Roles need to be clearly defined at the time of crisis. Who is drafting the messages? Who approves communication before posting? and where will you be posting?
- Training and Simulation – Having a plan in place is not enough. Employees, especially those in the Marketing/Social Media team must be trained incase of an emergency.
Educating all your employees about the risk and benefits of social media will help prevent a crisis from happening. We suggest running annual training and bi-annual simulation so that each person knows exactly what to do if a situation begins to escalate.