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?
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
POST-MEETING
RECAP: WINS/LOSSES
PREWRITTEN BRAND
VOICE
RESPONSES
CRAFTED
LEARN
FROM
EXPERIENCE AND
UPDATE PLAN
