Social Media In a Crisis Communicating Online When Everything is Going Wrong

The last thing you want to think about during a crisis is how to communicate

“ Social Media can be both

an accelerant and an extinguisher of a crisis

“

“

“ Be Prepared

In the event of an emergency we want to:

Communicate with honesty, candor and openness while protecting the safety of what is going on at camp

In the event of an emergency we want to:

Meet the needs of our parents and the media by remaining accessible

In the event of an emergency we want to:

Communicate with compassion, concern and empathy

In the event of an emergency we want to:

Accept uncertainty and that we may not have all of the answers

“ Social Media can be both

an accelerant and an extinguisher of a crisis

Building a Process

Building a Process

Determine Urgency

Alert Outside Team Members

Decide if a Response is Warranted

Building Craft Responses Template Blog and Social Media Responses

Tone

Timeliness

Transparency

Thoroughness

What you need to write:

Response in case of death at Camp

Response in case of accident at Camp

Response in case of death of core team member

Response in case of natural disaster/ weather related incidents

Answers to Prepare:

Parents- Is my child safe?

Media- What happened and what are you going to do to prevent it from happening again?

Employees- Is it safe to go back to work?

Consistency

Building a Process

Share Blog Post

Share Post on Social Media

Monitor and Update

After a Crisis:

Pause scheduled social media posts

Pause any paid advertisements

Pause any marketing emails

Check all content for relevant references that could be perceived as offensive

Create additional blog entry addressing situation if needed

Questions to blake@socialsummercamp.com

Facebook.com/socialsummercamp

Twitter.com/socialsummrcamp

Socialsummercamp.com