Please find below our Social Media Crisis Checklist.
Ignoring digital channels is a mistake. Effective social media crisis management ensures you control the narrative before others do it for you.
In the middle of a fast-moving situation, it is easy to feel overwhelmed by the sheer volume of comments and notifications. This social media crisis checklist is designed to help you pause, think, and act with intention rather than reacting out of fear.
A PDF version of the Social Media Crisis Checklist is available here »
Why a structured approach matters
When a crisis breaks, the pressure to “say something” can be intense. We often see organisations rush to post a statement because they feel the need to keep up with the speed of the internet. However, being the first to speak is rarely as important as being the most accurate. If you put out information that you have to walk back 30 minutes later, you risk losing the trust of your audience at the exact moment you need it most.
Social media is not just a broadcast tool; it is a live conversation that happens whether you are in the room or not. By using the social media crisis checklist, you can move away from a defensive mindset and start managing the situation. It helps your team distinguish between a genuine customer who needs help and a vocal minority looking for a public disagreement.
Managing the silence
One of the hardest parts of a crisis is knowing what to do when you don’t yet have all the answers. While it is tempting to stay silent until the full picture is clear, radio silence often creates a vacuum. In that space, speculation and misinformation can grow.
A simple holding statement letting people know you are aware of the issue and stating when the next update will come is often enough to lower the temperature. It shows that you are present, listening, and taking the matter seriously.
If you are concerned about how your organisation would handle a crisis on social media, our team provides specialist support to help you manage the conversation and protect your reputation.
