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Home » Services » Social Media Crisis Management

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.

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Case Studies

  • Mind Candy: Moshi Monsters
    Mind Candy: Moshi Monsters

    Moshi Monsters is one of the most successful and entertaining children’s games i...

  • eModeration’s Social Media Crisis Simulator
    eModeration’s Social Media Crisis Simulator

    Social media has completely changed the context in which crisis management occur...

  • MTV UK
    MTV UK

    With limited resources, communities spread over a large number of sites, and the...

  • ESPN: NASCAR Virtual Pit Wall
    ESPN: NASCAR Virtual Pit Wall

    The theme for the Nascar Sprint Cup series, broadcast on ESPN, was ‘Feel Your He...

  • MGA Entertainment
    MGA Entertainment

    After experiencing a sudden surge in Facebook activity for one of its popular to...

What people say

If a business culture can be both cozy and professional, then that’s eModeration.Community ManagereModeration
Quite simply, with eModeration comes peace of mind. I recommend eModeration to anyone who requires a monitoring solution where brand safety is of paramount importance.Patty Lindley, Director, Partner ServicesWetpaint Wikis
Since taking up the role of Social Media Manager at ITV.com, I’ve had the pleasure of working with the team at eModeration on various activities from our forum moderation to the moderation of live events like Britain’s Got Talent, the X Factor and the FA Cup Final. The staff there have shown themselves to be sharp, versatile and to have a healthy respect for detail. In community management, it’s essential that you trust the people you work with to be ‘a safe pair of hands’. As well as offering a…Ben Ayers, former Social Media and Online Engagement ManagerITV
“I’m very happy with eModeration’s service. From the initial briefing, you made every step (and the paperwork) very seamless and easy. The reporting is very clear and easy to understand. Your proactive input and advice was also very much appreciated. I will highly recommend eModeration for future projects.”Zulfah Fredericks - Project ManagerSaatchi & Saatchi London
I would certainly recommend eModeration. They were crucial to us in a time of great need, and really went above and beyond to help us.Alyssa Curran, Online Content Manager MGA Entertainment
In community management, it’s essential that you trust the people you work with to be ‘a safe pair of hands’. As well as offering a great service, eModeration are on hand to offer their wealth of knowledge and experience when called upon. Far from telling the client what they want to hear, eModeration aren’t afraid to say how they see things from their perspective – a refreshing and valued part of the service.Ben Ayers, former Social Media and Online Engagement ManagerITV
I aim to keep on working for eModeration until the “next End of the World” ;-) Moderator at eModeration
I never expected to be with a company that really cares about the people and work with people that really care about the company: I always feel I have somebody beside me when I need it and I try to be there any time a colleague needs me.Moderator and Deputy Project Team Leader at eModeration
For the first time, a groundbreaking hybrid digital media event format was implemented to broaden audience reach and enable more live and virtual interaction from Londoners. eModeration played a major part in this project by managing the engagement element and getting the social media conversation started.Dan RitterbandGLA
If you have the self discipline to work from home, then eModeration is the perfect job. It’s all about team work and all the support you could ever need is right at your fingertips. You learn something new everyday and have many opportunities to advance. Everyone is so kind and caring, all the way up to the CEO.Project Team Leader at eModeration
My job at eModeration has everything I ever wanted — flexible hours, can work from anywhere in the world, nice grown-up self-disciplining environment, no commute, working with fabulous teams, and using my creative, communications-loving side.Community ManagereModeration
Variety is the key to a happy work experience. At eModeration, our activities change and we can be continually engaged and interested. It is a wonderful environment for each of us.Moderator at eModeration
Most importantly, eModeration treats our community as if it were their own. They are as dedicated to our project as any member of our team and are a delight to work with.Dalia Hierro, Vice President, GamesLifetime Digital (A&E Television)
The level of support from fans went way beyond anything we’d expected [...] The volume of messages meant that it was extremely important that each message was moderated properly and quickly, and eModeration did a superb job, working 24-hours a day at the start of the campaign.Matt MaurielloWieden + Kennedy
“eModeration was brought on to take over moderation of MTV.com and approximately 9 other vertical properties and blogs. They exceeded and surpassed all of our expectations and since then, we have called on them to take on moderation for most all properties encompassing MTV and VH1 Networks. We are also finalizing requirements to have them take on most of our international (Europe, Asia, South and Central America) properties. The quality of work is remarkable and the people they have managing ou…Sandy Luna - Community ManagerMTV Networks
eModeration is a vital member of the yougofurther.co.uk team, ensuring the yougo is a safe and secure environment for applicants and students to connect with each other. The highly-skilled team at eModeration, through their professional and adaptable approach, have produced a compelling area for 16-24-year-olds to get to grips with the process.Murry Toms
Aside from location independence and schedule flexibility, you get to meet dedicated people from different parts of the globe and learn a lot of new things from them. How cool is that!Moderator at eModeration
Never have I worked for a place that had such a sense of team camaraderie – considering we all work from home!Manager at eModeration
As a mom, I feel so incredibly lucky to work for a company that supports work-life balance and flexibility in scheduling. I have the work-from-home job my friends dream about.Moderator at eModeration
“eModeration really has no competition at the moment in my eyes. They are multilingual, considered experts in many different areas of the online world and are always running at 150% efficiency for us. I would recommend them time and again…!”Sandy Luna - Community ManagerMTV Networks
eModeration is also very proactive; they both anticipate our needs and present us with concrete action plans to troubleshoot potential problems. Their flexibility and rapid responsiveness have also enabled us to provide rock solid user support during complex and sometimes difficult deployments.Dalia Hierro, Vice President, GamesLifetime Digital (A&E Television)
eModeration has been an integral part of our success building the DressUp Challenge community. They not only provide hands-on customer service, but have also helped us to retain users by creating an engaging on-site presence and coordinated member communications. eModeration is also very proactive; they both anticipate our needs and present us with concrete action plans to troubleshoot potential problems. Their flexibility and rapid responsiveness have also enabled us to provide rock solid user …Dalia Hierro, Vice President, GamesLifetime Digital (A&E Television)
It is a real treat to work with a company that is so caring about both clients AND staff. eModeration has a very well deserved top of the line reputation with clients and with workers.Moderator at eModeration
My experience of running social media crisis exercises in Europe, the US and Asia using the simulator demonstrates its enormous value. Indeed, delegates from global businesses have described it as the most powerful training experience of their entire careers.Jonathan HemusInsignia Communications
I feel valued by the higher-ups and my peers and have been offered wonderful growth experiences.Community ManagereModeration

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What People Say

In community management, it’s essential that you trust the people you work with to be ‘a safe pair of hands’. As well as offering a great service, eModeration are on hand to offer their wealth of knowledge and experience when called upon. Far from telling the client what they want to hear, eModeration aren’t afraid to say how they see things from their perspective – a refreshing and valued part of the service.Ben Ayers, former Social Media and Online Engagement ManagerITV
Quite simply, with eModeration comes peace of mind. I recommend eModeration to anyone who requires a monitoring solution where brand safety is of paramount importance.Patty Lindley, Director, Partner ServicesWetpaint Wikis
Most importantly, eModeration treats our community as if it were their own. They are as dedicated to our project as any member of our team and are a delight to work with.Dalia Hierro, Vice President, GamesLifetime Digital (A&E Television)
eModeration is also very proactive; they both anticipate our needs and present us with concrete action plans to troubleshoot potential problems. Their flexibility and rapid responsiveness have also enabled us to provide rock solid user support during complex and sometimes difficult deployments.Dalia Hierro, Vice President, GamesLifetime Digital (A&E Television)
My experience of running social media crisis exercises in Europe, the US and Asia using the simulator demonstrates its enormous value. Indeed, delegates from global businesses have described it as the most powerful training experience of their entire careers.Jonathan HemusInsignia Communications
I would certainly recommend eModeration. They were crucial to us in a time of great need, and really went above and beyond to help us.Alyssa Curran, Online Content Manager MGA Entertainment
The level of support from fans went way beyond anything we’d expected [...] The volume of messages meant that it was extremely important that each message was moderated properly and quickly, and eModeration did a superb job, working 24-hours a day at the start of the campaign.Matt MaurielloWieden + Kennedy
For the first time, a groundbreaking hybrid digital media event format was implemented to broaden audience reach and enable more live and virtual interaction from Londoners. eModeration played a major part in this project by managing the engagement element and getting the social media conversation started.Dan RitterbandGLA
On a day of huge importance for ITV – and of course the nation – we needed a moderation partner who would be reliable, agile and editorially savvy. eModeration delivered on all of these and more.Ben Tattersall Smith, Social Media ManagerITV
“I’m very happy with eModeration’s service. From the initial briefing, you made every step (and the paperwork) very seamless and easy. The reporting is very clear and easy to understand. Your proactive input and advice was also very much appreciated. I will highly recommend eModeration for future projects.”Zulfah Fredericks - Project ManagerSaatchi & Saatchi London

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