Get the tools and processes in place to navigate a crisis

Make sure that your team knows what to do when a crisis strikes by developing an easy-to-follow crisis plan or Social Media Toolkit.

What is a crisis plan?

A crisis plan is an essential go-to resource for any organization trying to manage a crisis. It sets out the guidelines and processes that your teams need to follow to ensure that they respond to the crisis in the right way and prevent it from causing serious damage to your reputation.

demo of the social simulator crisis plan on a laptop

Key components of a crisis plan include:

A definition of what constitutes a crisis for your organization

Activation, notification and escalation protocols

Crisis team structure

Roles and responsibilities checklists

Details of logistics and facilities

Practical tools and templates to guide response activities

Responding to a crisis without a plan is like trying to make a movie without a script.

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Benefits of Crisis Planning

Improved team performance when it counts
Make sure your team is doing the right things at the right time to help protect your reputation and the interests of your organization.

Enhanced organizational resilience
Having a clear and effective process to follow can often mean the difference between a good and a bad crisis response.

Enhanced training value
We’ve trained teams that have a plan in place and teams that don’t and the teams that have a plan get far more value from the crisis training they deliver to make sure that their people are match-fit.

"The training was very insightful, practical and fun!"

L'Oréal

What is a social media toolkit?

A social media toolkit provides a step-by-step guide to your team during a crisis to ensure they are utilizing social media channels in the right way. It sets out the strategies and tactics that your teams need to use to ensure that they harness social media channels effectively during a crisis or emergency and are engaging with online audiences in the right way.

Key components of a social media toolkit include:

Guidance on effective social media strategy

Roles and responsibilities for social media response

Guidance on social media monitoring

Key principles for publishing social media content

Guidance on making the most of visual content

Tips for using video content in a crisis

Techniques for triage and engagement online

Ready to maximize the opportunity?

Quite often the details of how best to harness social media during a crisis are overlooked, but these channels are often the first port of call for customers and reporters looking for information and guidance when things go wrong. Giving your team a dedicated Social Media Toolkit helps to ensure that you maximize the opportunities presented by social media during a crisis.

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Make your online response a point of difference during a crisis by developing a dedicated social media toolkit

Flowcharts and diagrams to guide your team

Ensure consistency in how you handle tricky questions and queries on your social media feeds.

Sample messaging to ensure you strike the right tone

Make sure that you don’t risk
making things worse by responding in the wrong way on your social channels when emotions are running high.

Step-by-step guidance to ensure the algorithm is working for you

Video and visual content is king on social media when it comes to ranking and engagement, so make sure that your content is being seen when you need to cut through the noise and negativity.

Ensuring that senior leaders are equipped to lead on social media

Give your leaders the guidance they need to ensure they are able to communicate authentically online when the stakes are highest.

Benefits of a social media toolkit

Improved speed of response
News spreads on social media faster than on any other channel, so having the ability to respond promptly and effectively online means that you give yourself a chance of being seen and heard first.

Improved ability to resonate with stakeholders
Authenticity is the key currency on social media, so make sure your teams and leaders are able to communicate in a way that cuts through with your target audiences.

Counteract misinformation at source
Misinformation is ranked Number 1 on many Risk Registers and usually starts and spreads online, adding complexity and challenges during a crisis. Make sure that your team has the techniques they need to counteract misinformation that prevent it from gaining a foothold.

What support can you expect from us?

We’ll work with you to make sure that you develop a plan or toolkit that’s right for your organization. This includes conducting initial reviews of existing or related processes to make sure that what we develop fits with your process. We also conduct interviews with key members of your team at the outset of a project to help identify real-world pinch points and issues that our resources will need to help resolve.

Throughout the project you will have ample opportunity to review our progress and provide feedback on the work that we are doing to ensure that you get a Plan or Toolkit that works for you.

Read our case studies