Bad things happen to people and organizations. How you respond during a crisis can save and even enhance your reputation. You’ll find that your response often has more impact on your reputation than the event that precipitated the crisis.
Where does social media fit into a crisis communications plan? Everywhere. It needs to be woven throughout. Social media isn’t a separate entity. It is one channel connected with others. According to the Pew Internet and American Life Project, 65% of all adults who spend time online use social media networking sites.1 And more than 50% of active users on Facebook or Twitter follow a brand, according to a Nielsen report on social media.2