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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



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



HAVE TOOLS TO RECORD COMMUNICATIONS



POST-MEETING
RECAP: WINS/LOSSES



PREWRITTEN BRAND
VOICE
RESPONSES
CRAFTED



LEARN
FROM
EXPERIENCE AND
UPDATE PLAN



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