5 Questions: Does Your Staff Understand Their Roles Within a Social Media Crisis?

Today I’d like to ask you a question. You know, make you think a little! 😉 The question is…

If somebody – and it can be anybody within any area of your staff and team members – detects the red flags of a social media crisis, do they instantly know what to do and who to contact?

Let me break this question down for you into simpler questions so that you can really identify where you may need to enhance your internal social media crisis communications strategy:

• Do each one of your employees understand what a social media crisis / attack / issue is and means to your brand?
• Are they able to identify the red flags of such attacks?
• Do they clearly know what they are required to respond to, how and when – and what they need to immediately move up the ladder to someone on either your local, regional or global crisis team?
• Do they have access to your social media crisis communications policy and a complete list of contact information for each member of your crisis teams?
• Do they understand how to go about notifying individuals on any one of your crisis teams, i.e.: that all attempts to notify must receive an immediate acknowledgement, and what to do if they do not?

As you know, social media crises and issues need to be responded to and dealt with as soon as physically possible. The more your team is able to 1) detect an online crisis and, 2) understand their role when it comes to dealing with it, the better your business or organization will be in responding to, resolving and overcoming the crisis. If you need help in any one of these areas of internal crisis communications planning and/or training, please feel free to contact Agnes + Day!