A good social media crisis communication plan helps you to prepare for, react to and manage reputational risk on your social channels. Unlike other communications channels, social media operates in real time, it plays host to huge global audiences and is shaped by how followers and subscribers reframe, share and reshare content – often adding their own take on an incident or issue. This can make it a challenging environment to manage your corporate reputation.

We help clients be prepared for the inevitable crisis, from establishing an escalation process and chain of command that works across PR, marketing, HR and legal departments to implementing hands-on support.

For our clients, we anticipate threats to their reputation and advance planning their communication responses for a variety of issues and crisis situations. And, should the unexpected happen, we’re here to provide frontline ‘first response’ communications support.

We are experienced at delivering social media crisis support as a standalone programme or as part of a wider PR Crisis Management strategy.

Our social media crisis communication and management services include:

• Strategic counsel and on-site crisis management support
• Message and tone of voice development
• Social listening across social media channels to track industry keywords, hashtags and industry influencers
• Regular engagement to deal swiftly with complaints and prevent issues from escalating
• First response support and in-the-moment engagement on social channels
• Monitoring and analysis
• Reputation threat assessments
•  Team training and simulations
• Stakeholder research