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Here's what you need for a digital crisis plan
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



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