Media training: Being prepared for an online crisis

As mentioned before in our blogs, social media should work hand in hand with your mainstream media strategy.  So when you prepare your media crisis management plan, make sure it includes social media channels.  Organisations that are prepared with a proper plan can come out of crisis situation without damaging or losing its valued reputation.

Here are a few tips to get everyone prepared:

1. Who does what 

It is important that roles and responsibilities are assigned before a crisis hits so information can be shared appropriately. Establishing rules ensures your team won’t do or say something damaging.  Remember to include rules around the use of social media.  All staff, from the Execs right through to junior and casual staff should be across the rules of social media engagement especially when something goes wrong.

2. Response procedure

Although every situation is different, being prepared with potential responses and guidelines will allow you and your team to respond as quickly as possible. This is essential in the event of a crisis situation where responses must be given immediately through social media channels.

3. Identify potential scenarios

Identifying the potential risks your organisation may face will help the team understand the typical type of crisis that might hit. Practicing crisis scenarios will test your team members and make sure they know what to do and how to handle a situation that is thrown their way.

4. Keep it up-to-date

Review your plan regularly, don’t just set it and forget it. Make sure to check in and evaluate the plan on an ongoing basis, and update it as need be. Put a reminder in your diary.

Think of your crisis management plan as an insurance policy.  Hopefully you won’t ever need to use it, but boy will you be grateful you have one if a crisis hits your business.

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