27 May 2009

Social Media and Crisis Communication

Traditionally, companies developed crisis communication plans to ensure they were ready to act quickly in the event of an emergency. For example, if the company’s operations burnt down or there was an urgent need to recall a product the crisis plan provided clear guidance on how to respond to most likely scenarios. Key to this plan was identifying stakeholders such as employees, customers, suppliers and the media and determining how they should be informed of an incident, by who and in what order. Read the rest of this post