Best practices to help your brand during COVID-19 Learn More

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Products
Products
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Learn More
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Watch now
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- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Register for free
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  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
Learn more
About
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here
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Download the Tipsheet

The information in this tipsheet was shared in a breakout session during Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.

Speakers:

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.

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Crisis Management in the Digital Age

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Download the Tipsheet