Crisis communication

Crisis communication

Closely linked to customer service, social media tools have emerged as a primary communication channel for individuals and organisations during crises. The timely use of social media should be a core element of any crisis communications plan.

A good crisis communications plan outlines who will do whatwhenwhere and how. So, if there’s a crisis, what can you do?

  • Provide updates on events in real time.
  • Reply to individual questions.
  • Be clear on what information you can – and cannot – provide on your social channels.
  • Point people to other channels (such as a phone line, or a police Twitter account) if you need to.

It’s worth having a document with an emergency contact list, and some guidelines and/or protocol on what to do during a crisis.

Three tips: be honest, be personal, respond to questions quickly.

Further reading: ‘Using social media in emergencies’ []

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