Table of Content: Crisis Management & Social Media Reputation

Lesson 6.1: Identifying and Responding to Crises

1. Understanding Crisis Situations: Recognizing potential threats to your brand’s reputation (e.g., customer complaints, public relations issues).

2. Real-Time Response Tactics: How to handle negative feedback, trolling, or a crisis on social media in real time.

3. Example: Case Study: The United Airlines Incident – A real example of how United Airlines handled a customer mishap and the subsequent social media uproar.

Lesson 6.2: Developing a Social Media Crisis Plan

1. Pre-Crisis Strategy: The importance of having a crisis communication plan in place before an incident occurs.

2. Key Elements to Include: Media monitoring, pre-approved responses, and roles for team members.

3. Example: How Coca-Cola managed a product recall via social media and leveraged its crisis strategy to maintain customer trust.

Lesson 6.3: Leveraging Social Listening Tools During a Crisis

1. Tools for Monitoring Social Media Mentions: Using tools like PostHog, Hootsuite, or Brandwatch to track brand mentions.

2. How Social Listening Can Help: Understanding the sentiment of your audience and adjusting your response accordingly.