The seven habits of highly effective crisis communicators

@socialsimulator

Theory meets painful reality

• Who has sign off on social media channels in a crisis?

• How do tone of voice and messaging change?

• Can you resource social for a 24/7 crisis over several days?

Evaluation Resolution Maintenance Initial event Pre-crisis

Web-based simulations with live roleplayers

Making it feel real and unpleasant

1. They’re quick to the first response

2. They establish and update a single source of truth

3. They don’t give up on customer service

4. They use different digital channels intelligently

5. They’re ready to go deep and wide

6. They tap into partners and the community

7. They remember their staff are people

Developing the skills to

handle social media in a

crisis socialsimulator.com

Photo credits: enriquelin - http://www.flickr.com/photos/38228919@N07/7470528270/ thepicturedrome - http://www.flickr.com/photos/55637931@N03/6334628811 raver_mikey - http://www.flickr.com/photos/raver_mikey/8593084575 afeman - http://www.flickr.com/photos/afeman/65343543 OZinOH - http://www.flickr.com/photos/75905404@N00/7126146307 tescofoodnews.com