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.

WHAT'S NEEDED FOR A CM PLAN?

SM POLICY

SECURED ACCOUNTS

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

cm

HAVE TOOLS TO RECORD COMMUNICATIONS

POST-MEETING 

RECAP: WINS/LOSSES

 

PREWRITTEN BRAND

VOICE

RESPONSES

CRAFTED

LEARN 

FROM

EXPERIENCE AND

UPDATE PLAN