Social Media Crisis Response Plan
Prepare to respond to public criticism.
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Prepare a response plan for public criticism or a social media crisis. Brand and channels: [BRAND_AND_CHANNELS]. Team and approvers with hours: [TEAM_AND_APPROVERS]. Likely crisis types (product failure, offensive post, data incident, staff behavior, misinformation): [CRISIS_TYPES]. Legal and PR contacts: [CONTACTS]. Create the plan as a decision tree: LEVEL 1, assessment (first 30 minutes): What happened? Is it true? How fast is it spreading? Who is affected? Is there a safety, legal, or privacy dimension? If yes, escalate to [LEGAL_CONTACT] immediately. LEVEL 2, choose the response: IF the criticism is accurate THEN acknowledge, apologize specifically, state action and timeline. IF it is partly accurate THEN correct the facts calmly and acknowledge what is valid. IF it is false THEN respond once with evidence and a link; do not argue. IF it is trolling or harassment THEN do not engage; moderate and report. IF it involves harm or a data incident THEN follow the incident plan and notification duties [VERIFY]. LEVEL 3, actions: pause scheduled posts; hold a single approved statement; designate one spokesperson; update every few hours; monitor sentiment. LEVEL 4, close: summarize what changed, thank people, post-mortem within a week. Provide statement templates for each branch (under 100 words), a "do not" list (deleting criticism, defensive replies, blaming customers), an approval workflow with maximum approval time, and a practice drill scenario to rehearse quarterly. Treat the output as a draft, not legal or compliance advice. Have a qualified professional who knows [JURISDICTION] verify any legal, regulatory, consent or contractual point before you rely on or publish it.
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