Do you often handle urgent content as part of your community (owned or unowned)? How do you know when to jump into a conversation when a national crisis hits? I've come up with a few ways to prepare yourself for when these moments hit and presented this as part of The Community Roundtable's weekly sessions.

2. AGENDA
1. Introductions
2. Urgent Situations & Crisis Moments
3. Preparing for Issues
4. Crisis Management Workflow

3. URGENT SITUATIONS & CRISIS MOMENTS
Identifying a Crisis:
• Is someone asking for help?
• Is someone asking for help right this minute?
• Is someone storytelling?
Telling a Story
Historical Context
Positive Outcome
Needs Help Soon Blatantly Says Right Now
Urgent Need

4. URGENT SITUATIONS & CRISIS MOMENTS

5. PREPARING FOR ISSUES
1) Identify Resources to Respond with in Advance
‣ Example – Depression:
‣ Hi (Name),
Due to the subject matter of your comment/submission, we want to offer you the
following resources. The Depression Alliance USA http://www.dbsalliance.org/ can
help find you some support in your local area. Please try contacting them on their
website, or you can call toll free at (800) 826-3632. We hope that you are able to
get the support and help that you need during these critical times.
Note: XXX is providing this information on third-party services as a courtesy to our
community members. XXX has no relationship with these services and is not
responsible for the adequacy or appropriateness of their services.

6. PREPARING FOR ISSUES
2) General Engagement / Create Response Formulas:
• Acknowledge user’s comment/emotion + suggest content on website + sign off
• Acknowledge user’s question + provide answer + suggest content on website + sign off

7. CRISIS MANAGEMENT WORKFLOW

8. CRISIS MANAGEMENT WORKFLOW
àComment(s) come in
à Identify urgency / severity
à Have responses prepared / get approval on engagement
(Legal + PR + Marketing + Community / Product = Team Communication)
à Privately Respond

9. CRISIS MANAGEMENT WORKFLOW
‣ Jenn Pedde / @JPedde
‣ jmpedde@gmail.com
‣ TheCommunityManager.com
‣ Syracuse University Adj. Professor
‣ Emoderation