How to Handle a Crisis on Social Media
Jun 20, 2015
How to Handle a Crisis on Social Media
1) Include Social Media in Your Crisis Communications Plan
Staying in contact with the public on social media during a
crisis can help your business establish a reputation for being
prepared and responsive.
2) Utilize a Monitoring Software to Track Chatter
Be prepared to focus on the social media
platforms that are generating the most buzz
about your story.
3) Respond to Questions and Comments
3) Respond to Questions and Comments
Be sure to respond to as many, if not all comments
and questions to demonstrate that there is
an open dialogue between the business
and the public.
4) Have a Single Message for All Employees
Decide on a company-wide message and communicate that
message to all employees. Doing so will help to eliminate
conflicting statements and will help to unite your employees in
the eyes of your stakeholders.
5) Be The Leader
While you may delegate tasks throughout the business, as the leader or member of the leadership team, it is your responsibility to know what is being posted and what information is being released.
6) Focus on the Crisis
Do not post promotional and marketing materials on your webpage while dealing with a crisis. Doing so can make your business appear unsympathetic towards or unfocused on the situation at hand.
For more information regarding crisis communications
and management, do not hesitate to contact the
Fallston Group at 410.420.2001 or by email at