Social Media Crisis Management

Avoid turning a crisis into a social media disaster. With social media now integral to most marketing and communications campaigns, eModeration and PR agency Carrot Communications have combined their expertise in media crisis management to create a social media crisis management package to help brands protect their reputation online.

1.    Social Media Crisis workshop

This half-day workshop in social media crisis communication is designed to help brands integrate social media in to their existing crisis management plans. Attendees will understand of the impact of social media on how a crisis unfolds, how it should be handled, and how to minimise damage to their brand. Attendees will leave the session armed with actionable advice and practical tools to help them prepare for a social media crisis, manage a crisis as it unfolds, and limit reputational damage.

2.    Social Media Crisis audit

The first stage of social media crisis planning is to understand just how prepared you are for a potential crisis.  We do this by running a structured but practical audit of the materials, systems and processes that are in place currently, including social media communications and management practices; and identifying where there are gaps, or improvements to be made. The team will come away with a practical action plan to improve crisis management plans, crisis communications, processes and management.

3.    Crisis preparation package

For brands that are serious about being prepared for a crisis, particularly in a social media landscape when crises unfold in real-time, developing a comprehensive crisis management plan is crucial.  This module covers every aspect of the planning process from issues identification through identifying a crisis team to an immersion day.

4.    Crisis simulation

We have developed (with Carrot Communications) a social media simulation tool, that lets clients experience the closest thing to managing a live social media crisis. Our simulation software provides a secure environment over which to practice managing social channels through a crisis.

We work with you to create a crisis scenario, then develop how that scenario would play out over different social channels. The client team practice how they would manage their online communities and crisis communications in each situation. Meanwhile, a team of trained community managers mimic the public response, to give a realistic simulation.

This can be used as a three-hour training tool, or as part of a full-scale immersive crisis simulation. For more information have a look at our social media simulator.

To find out more read our Crisis planning and management for social media. It will take you through the separate modules that make up the crisis planning and management package and give you an idea of what to expect from this hands-on and practical process.  The modules can be commissioned individually or as a complete package to support your crisis communications plan.

To discuss any aspect of social media crisis management, please contact us.