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Home » Engagement, Infographic, Training

The Social Media Crisis Response Plan – how to avert the next big #Fail

Submitted by on January 31, 2012 – 11:11 am4 Comments

If the recent Costa Concordia tragedy or McDonald’s #McFail hijacking have taught us anything, it’s that even savvy digital marketers can still get swamped by the social media-fueled crisis. That’s why we’ve produced another helpful tool to help you and your social media team adroitly navigate the lurking corporate crisis.

Proper reputation management and crisis control begins with joined-up internal processes. You might have the fanciest monitoring software in place, but what good is it if the results aren’t shared or communicated to the proper people within an organization? And in a timely fashion. There’s just one problem: your team is picking up a lot of noise. How do you know what to prioritize, what to focus on, what to respond to? What to do? Read on.

In October, we published the Social Media Crisis Communications Decision Tree, a kind of corporate schematic to help you and your team think through and respond (or not!) to potentially reputation-damaging posts made by the public. Now we’re publishing  the Social Media Crisis Response Plan, a handy guide to help you better organize your internal processes and thinking to keep your brand from being the next big #Fail. Big thanks to crisis comms veteran Neil Chapman for his unique insights on this. (Click the image below to enlarge)

To download a PDF of the infographic click: Social Media Crisis Response Plan

Learn from the digital pioneers, brands like Coca-Cola, Carnival Cruises, Whole Foods, Vodafone and scores of others. Their social media blunders – in the areas of crap customer service, plain dumb marketing or simply being caught short in a crisis – provide valuable lessons from which to shape future corporate comms policy. It all can be found in our new e-book, #FAIL: The 50 Greatest Social Media Screw-Ups and How to Avoid Being the Next One. Buy the book today on Amazon UK, Amazon or on Lulu where you can find it in paperback and epub.



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