Developing a Digital Crisis Communications Plan Justin Levy @justinlevy
Jan 22, 2015
2. Our companies are not clones
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3. Dont fall into the trap
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11 Steps to Developing a Plan
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5. #1: Choose and set up your monitoring platform(s)
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#2: Determine your monitoring schedule
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#3: Ensure local language support teams
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#4: Determine what constitutes a crisis
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9. Conversation Severity Grid
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reserved.
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rights reserved.
#5: Determine what you WILL respond to
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11. Compliments of your product, service, or people
Recommendations or referrals to products
Customer Service/Support issues or inquiries
Sales leads of product inquiries
Feature requests
Other regular and normal posts or inquiries
What to respond to:
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reserved.
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rights reserved.
#6: Determine what you WILL NOT respond to
13. Sarcastic, snarky or potentially inflammatory or damaging
comments
Discussions/conversations between individuals that mention the
company in which involvement could be perceived as intrusive
Posts in a language that the company doesnt have the appropriate
understanding or resources to respond to
Posts/forum threads that require membership to respond to, unless
its a customer service issue, negative post or misinformation you
need to correct
Posts regarding staff consolidation, compensation or other Human
Resources-related issues
Discussions regarding the legality of an acquisition, timing of a
close and any financial data that is not already made publicly
available
What you should not respond to:
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reserved.
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rights reserved.
#7: Form your digital crisis communications team
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rights reserved.
Other Potential Teams:
16. Web Development 17. Customer Insights 18. SEO 19. Sales