Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #Fail

A. Communication Response Steps

In the event of an actual crisis, the following processes should be followed and adapted as the situation demands:

1. Call the communications response team and schedule a meeting time and location.

2. Address the following questions:

• What is the crisis?

• When did the situation begin?

• Why has it occurred?

• Who is affected?

• What are our options?

3. Determine the key audiences (and appropriate contact persons), communication goals, and appropriate communication timing.

4. Draft key message points and gather necessary background information and supporting documentation.

5. Designate a spokesperson to become the official source for all information during the crisis situation.

6. Begin communicating the key messages. ...