Whether it's putting out a political fire, communicating with frustrated users, account restoration after hacking, dealing with page infiltration from trolls...all of these require a calm, fast-moving, and assured response from the brand voice. I've developed many SOP's for different types of a digital crisis.

SM POLICY

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SECURED ACCOUNTS

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SOCIAL LISTENING TOOLS

GUIDELINES IDENTIFYING PAIN POINTS

SECURE

INTERNAL CRISIS TEAM

INTERNAL​

COMMUNICATION

DOCUMENTATION

PLANNED

MESSAGING FOR

EACH PLATFORM

LINK TO SOCIAL

MEDIA POLICIES

AND PROCEDURES

HAVE TOOLS TO RECORD COMMUNICATIONS

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POST-MEETING 

RECAP: WINS/LOSSES

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PREWRITTEN BRAND

VOICE

RESPONSES

CRAFTED

LEARN 

FROM

EXPERIENCE AND

UPDATE PLAN