In Case There is a Crisis

Prepared Concept Chalk Drawing

When things go wrong, it is helpful to have a plan. Social Media is NO exception. Rumors spread fast and the internet is the fastest way of communication in this day and age. The internet sends information very quickly and this information could be very incorrect and crucial information to an organization’s reputation and image.

download

Some steps given to help resolve a social media crisis for the UWSP Track and Field Team are:

 

1. Admit there is a problem and accurately define the problem

 

 

Problems can arise in social media, but it is important to be able to identify the difference between an actual problem and just rumors

2. Move quickly and calmly

Figure out where the problem started, and try to be the first to respond. The response should be calm and respectful.

3. Forgive and Forget; Apologize and Admit

If there is a problem on the organization’s end, a public apology can go far. Make a sincere and public apology. If the organization was under the wrong of another party, they should make a public forgiveness statement.

4. Leave no room for questions

Have a document with any questions that may arise from the public with answers. This information should include details of the incident, the parties at question, what actions will be taken, how to prevent this again, and anything else someone could predict to hear from the public.

5. Have all of the information in one place and allow space for feedback

This information should be detailed and posted in one place to make it easier for the public to find and for the organization to monitor and control feedback.

6. Have damage control

Allow the public to post thoughts and opinions in a controlled manner. Do not have this posted everyone, keep the post local.

7. Inform everyone – Put one person in control of responses

Make sure every person in the organization is aware of the instance(s) and knows any proper response. The public responses are to be handled by the Community Leader only and there will be a provided response for all of the other employees to give anyone asking for more information. Such as: “I cannot give you any answers at this time” or “Please speak to the Community Leader for more information at this time”.

8. Document everything

All incidents and actions need to be documented, dated, and filed. This will allow anyone to be able to see how things happened, how they discovered the problem, and how they can help to avoid similar instances to occur. This will also serve as protection for the organization if other parties pursued legal advice on the instance.

9. Be prepared to get legal help

While getting lawyers involved is not the most popular answer, it is valuable to have legal advice to protect the organization and its members.

 

Proactive And Reactive Keys Show Initiative And Improvement

BY: Taylor Cipicchio

Images Courtesy of:

 

http://www.adweek.com/digital/5-quick-tips-for-your-next-crisis-communications-plan/

 

https://www.krusecontrolinc.com/reactive-limbo-social-media-crisis-plan/

 

http://askaprexpert.com/?tag=crisis-planning

Advertisements

1 Comment

  1. I like that you mentioned using a lawyer– I should add this to my plan! I know that we don’t have our own lawyer on call, but I would image that it would be helpful in a situation like this to have a relationship with a lawyer established.

    Thanks for sharing!

    Like

Thoughts, Suggestions, Kudos

Please log in using one of these methods to post your comment:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s