{"id":65,"date":"2016-03-18T15:25:16","date_gmt":"2016-03-18T15:25:16","guid":{"rendered":"http:\/\/blogs.shu.ac.uk\/socialmedia\/?page_id=65"},"modified":"2016-07-28T09:55:28","modified_gmt":"2016-07-28T09:55:28","slug":"crisis-communication","status":"publish","type":"page","link":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/crisis-communication\/","title":{"rendered":"Crisis communication"},"content":{"rendered":"<p><strong>Crisis communication<\/strong><\/p>\n<p>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.<\/p>\n<p>A good crisis communications plan outlines\u00a0<strong>who will do what<\/strong>,\u00a0<strong>when<\/strong>,\u00a0<strong>where<\/strong>\u00a0and\u00a0<strong>how<\/strong>. So, if there\u2019s a crisis, what can you do?<\/p>\n<ul>\n<li>Provide updates on events in real time.<\/li>\n<li>Reply to individual questions.<\/li>\n<li>Be clear on what information you can \u2013 and cannot \u2013 provide on your social channels.<\/li>\n<li>Point people to other channels (such as a phone line, or a police Twitter account) if you need to.<\/li>\n<\/ul>\n<p>It\u2019s worth having a document with an emergency contact list, and some guidelines and\/or protocol on what to do during a crisis.<\/p>\n<p><strong>Three tips: <\/strong>be honest, be personal, respond to questions quickly.<\/p>\n<p><em>Further reading: <\/em><a href=\"https:\/\/www.gov.uk\/government\/uploads\/system\/uploads\/attachment_data\/file\/85946\/Using-social-media-in-emergencies-smart-tips.pdf\"><em>&#8216;Using social media in emergencies&#8217; <\/em><\/a><em>[Gov.uk]<\/em><\/p>\n<p><a href=\"http:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/\">Back to the guidelines main page<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u00a0who will do what,\u00a0when,\u00a0where\u00a0and\u00a0how. So, if there\u2019s a crisis, what can you do? Provide updates on<\/p>\n","protected":false},"author":316,"featured_media":0,"parent":42,"menu_order":10,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-65","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/P7mXc8-13","jetpack-related-posts":[{"id":42,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/","url_meta":{"origin":65,"position":0},"title":"Social media guidelines","author":"Joseph Field","date":"March 17, 2016","format":false,"excerpt":"These guidelines are for use by Sheffield Hallam\u00a0University\u00a0staff. If you want to reproduce them, please ask permission. These guidelines outline best practice in the use of\u00a0social media to engage audiences, and promote the work of the University on social channels. They are intended to be enabling, and they set out\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":76,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/content-planning\/","url_meta":{"origin":65,"position":1},"title":"Content planning","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Content Making and posting good content that reflects the values of your brand is central to successful use of social media. What is content? Content is an umbrella term that means everything you post: text updates, photos, videos, infographics, and the conversations you have with users. These things are all\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":93,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/data-protection-privacy-and-copyright\/","url_meta":{"origin":65,"position":2},"title":"Data protection, privacy and copyright","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Data protection, privacy and copyright We all have a responsibility to behave in a professional way when we publicly represent the University. That doesn't mean we're not allowed to have opinions, to disagree with other people, or to use our own personal networks professionally. In fact, the more human we\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":70,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/promotional-posts\/","url_meta":{"origin":65,"position":3},"title":"Promotional posts","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Promotional posts Social media can be an effective way to raise your profile. In achieving that, you occasionally need to broadcast. Announcements, new developments, research outputs, events \u2013 it\u2019s often one-way communication, and you want people to either read the message, click the link, or register for the event. It\u2019s\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":58,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/teaching-and-learning\/","url_meta":{"origin":65,"position":4},"title":"Teaching and learning","author":"Joseph Field","date":"March 18, 2016","format":false,"excerpt":"Teaching and learning You and your students can use social media for academic purposes. Social media can enhance learning and teaching, and it enables effective approaches to supporting learner engagement. You\u2019re encouraged to safely explore and develop ways in which social media and social networks can be used to enrich\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":218,"url":"https:\/\/blogs.shu.ac.uk\/socialmedia\/social-media-guidelines\/audience\/","url_meta":{"origin":65,"position":5},"title":"Audience","author":"Joseph Field","date":"July 28, 2016","format":false,"excerpt":"Audience Your social media account will aim to engage a relevant audience, and you will need to do some thinking about them in order to decide what you post. Most of the time, you will need to think about content that isn't just 'promotional' (although there is a time, place\u2026","rel":"","context":"Similar post","block_context":{"text":"Similar post","link":""},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"_links":{"self":[{"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/pages\/65","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/comments?post=65"}],"version-history":[{"count":3,"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/pages\/65\/revisions"}],"predecessor-version":[{"id":116,"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/pages\/65\/revisions\/116"}],"up":[{"embeddable":true,"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/pages\/42"}],"wp:attachment":[{"href":"https:\/\/blogs.shu.ac.uk\/socialmedia\/wp-json\/wp\/v2\/media?parent=65"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}