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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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