Issue Management Response 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.
More crisis ready resources that may interest you...
Melissa's Crisis Ready Formula helps your team effectively manage controversial issues.
Having an effective internal escalation protocol is an important part of your crisis ready program.
Melissa's Crisis Ready Rules are thought-provoking and discussion-inducing.