For this exercise, think about worst-case scenarios. In social media, brand attacks can spring up instantly for reasons you can’t always predict.
What should an organization do? Make a list of some of the bad situations in which the organization could find itself. Think of horrible customer service experiences, product failures and recalls, environmental disasters, scandals, and accidents.
How should a company react when social media is lighting up with activity?
How should these social media crisis strategies integrate with overall crisis communication plans?