Smart organizations need to develop crisis communication guidelines for responding to their digital stakeholders before they hit the reply button. Let our crisis communication experts help you prepare by developing a rational social media policy and a crisis response plan that’s ready to use when you need it most. Then let us work with you to develop a crisis communication training program to prepare your digital team to engage effectively.
Here are a few examples of what we can do for you:
- Zoetica was called in as crisis communication consultants to work with a nonprofit to handle a sticky situation with an online mob of unhappy stakeholders. By using a direct communication method, and by working with some of the upset crowd offline, we were able to turn the situation around and save the reputation of this well-known nonprofit.
- Zoetica worked with a large hospital system to institute social media guidelines across the entire system of 22,000 employees. Working closely with the legal and compliance department, we created a policy and flowchart that allowed employees to safely engage in social media. These guidelines helped to open up a new culture for the organization and helped it to feel secure that they could manage any crisis.
- In the course of monitoring for social media mentions, a company came across a specialized forum where a customer had told a harrowing story that was negative to the company. The brand attempted to address the issue, but the crowd began to attack them. Zoetica's crisis communication team helped the brand work directly with the customer to resolve the issue quickly and make important changes to help repair its reputation.
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