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Social Media Crisis Management Advice

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Crisis planning is increasingly on people’s priority lists as evidenced by this great article on the influential site A List Apart. Some cogent advice:

…all crisis communication should:

  • Occur promptly, to show you’re on top of things.
  • Be concise—meaning, brief but comprehensive. Crisis communication should be compact, delivering a lot of information in a small space and time.
  • Be as transparent as possible; perhaps more so than any other content you create, crisis communication must be honest and clear if your users are going to trust you to get through the event.
  • Clearly articulate what it is you are doing, and when possible, how long you think it will take. The latter can be difficult to estimate, so don’t commit to a timeframe if you aren’t sure of it; but if you know a solution is not imminent, it’s best to be honest with your users about that fact.
  • Offer a sincere apology. Regardless of the source of the problem, you have let your users down; acknowledge this, and then get to work to make sure it doesn’t happen again.

WebEd Workshops (known as Social Media Mondays) was launched with crisis communications as the inaugural topic. It’s not particularly sexy or fun, but immensely important when you need it. You can read the notes from the discussion to learn about how it’s being tackled here at DU.


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