The information in this tipsheet was shared in a breakout session during Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.
- Denny Moynihan — Director, External Engagement at Quest Diagnostics
- Nate Sandell — Senior Manager of Social Media at Mall of America
- Dan Webber — General Manager, Corporate and Advisory Services at Edelman
- Ray Rahmati — Senior Director, Business Value Consulting at Khoros
Today, negative and damaging news about a brand has the potential to spread quicker than ever, and persist even longer — all to a much wider audience. While we all hope a crisis won’t rear its ugly head, it’s not a matter of if it will happen, but when. How brands plan for, manage, and engage their audiences throughout an issue can determine how the brand is perceived moving forward.
In this tipsheet, you'll learn great tips to help your brand be prepared, including:
- Why you need to designate a first responder. News cycles have gone from 24 hours to 24 seconds. Have a designated first responder (and team of stakeholders) that can quickly issue a statement across all of your social media channels — assuring customers that your brand is aware of the issue and actively working on a resolution.
- Why it's important to plan for social media volume spikes. When your brand experiences a crisis, the volume of comments and inquiries your social media team receives can skyrocket. Designate extra personnel that can help triage, along with implementing a plan for how to prioritize responses. Having a volume spike plan in place can reduce the length, scope, and severity of a social media issue.
Learn other important tips when you download the Crisis Management in the Digital Age tipsheet.