3. WWW.BLOOMSOCIALBUSINESS.COM
So a crisis involves...
A mass negative public reaction
on social media that is
completely out of the control
of your company
Could be prompted by an
offline event or a response to a
current event
4. WWW.BLOOMSOCIALBUSINESS.COM
Why do you need a crisis management
plan?
The threat of a social media crisis is real,
regardless of whether you have a Facebook
or Twitter account
People will still talk about you
Customer anger travels and spreads with
quickly on social media
5. WWW.BLOOMSOCIALBUSINESS.COM
3 top tips to handling a crisis
1. Have a social media policy
• Roles and responsibilities
• Who can speak on behalf of your brand?
2 Have a crisis management plan
• Crisis levels
• Timeframes
3. Be aware of what is happening
• Social media listening
• Social media monitoring
6. WWW.BLOOMSOCIALBUSINESS.COM
What could you get out of having a crisis
management plan?
1.#Damage#
limita,on#
2.#Remain#in#
control#
3.#Look#like#you#
know#what#
you're#doing#on#
social#media#