Free Crisis Ready Resources
Crisis Ready Flowchart
When a customer complaint begins to go viral... or when controversy breaks out on your Facebook page... or when a mishap occurs and angry stakeholders take to the online world to express their grievances with your brand... what is your team supposed to do? Should they respond and, if so, how? Should they sit back, monitor, and let the conversation unfold on its own? Or, does the situation present a significant risk to the organization and, therefore, should be escalated to management's attention?
It isn't always easy to know precisely how to respond to negative online events against your brand. And yet, it's important that your team respond appropriately, in order to nip the situation in the budd as quickly as possible. This is the purpose of this Crisis Ready Flowchart, by Melissa Agnes.
Downloaded and used by thousands of organizations and professionals around the world, this flowchart was created to provide your frontline team with a resource to help them respond appropriately to any type of negative online incident that may strike your brand.
Internal Escalation Protocol
Having an effective internal escalation protocol is an important part of your crisis ready program. It falls under the umbrella of your crisis management governance structure (you can learn more about crisis ready governance best practices here).
To provide you with a baseline of what this internal assessment process might look like, following is a high-level escalation protocol overview. Feel free to download this as a resource and adapt it to the structure, needs, and objectives of your organization.
You can also learn more about this type of crisis ready protocol here.
Crisis Ready Rules Poster
Throughout Melissa's book, Crisis Ready–Building an Invincible Brand in an Uncertain World, she highlights some specific "rules" that are a fact of issue and crisis prevention, readiness, and management in this day and age. Melissa calls these the "Crisis Ready Rules".
As these Crisis Ready Rules provide a great baseline of education and understanding to help your team become crisis ready, not to mention a great tool to help trigger some important internal conversations with your teams and colleagues, Melissa has prepared a downloadable resource that houses the collection of the rules found throughout her book.
This resource is available freely to you, all you have to do is click the "download" button below!
Crisis Management Case Studies
Melissa has been writing about crisis management for years. As you can impagine, over the course of these years there have been countless organizations that have found themselves the topic of public criticism, scandal, and controversy. Some have faired well, while others have failed miserably. Each time Melissa writes or produces a video about an organization in crisis, she archives it in a repertoire for you to leverage and learn from. This repertoire is available to you for free. All you have to do is click on the link below!