Trends Report

Social Crisis Management: Get Back To Basics

April 19th, 2017
With contributors:
Melissa Parrish , Erna Alfred Liousas , Jim Nail , Nick Hayes , Wei-ming Egelman , Laura Glazer

Summary

With consumers more polarized than ever and increasingly showing their own values in the way they spend their money, brands worry about making missteps on social media and falling out of favor. Navigating today’s social environment simply requires returning to crisis management basics: well-articulated brand values, established processes and governance, and a host of trusted and trained partners prepared to coordinate with the company. Brands with established crisis management plans — no matter the channel — will rise above the fray. This report will provide guidance to managers about developing and implementing effective social media crisis management plans.

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