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Social Media Crisis Management
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Course Duration
5 Days
Course Details
This intensive 5-day course equips participants with the essential skills and knowledge to effectively manage social media crises. In today’s hyper-connected world, a negative comment, a viral complaint, or a PR misstep can quickly escalate into a full-blown social media crisis, damaging brand reputation and impacting business. This course provides a framework for preparing for, responding to, and recovering from social media crises. Participants will learn how to identify potential crises, develop a crisis communication plan, monitor social media for emerging issues, respond appropriately to negative comments and complaints, and manage the aftermath of a crisis. The course emphasizes a practical, hands-on approach, combining theoretical concepts with case studies, simulations, and real-world examples. Participants will have the opportunity to develop a crisis communication plan and practice responding to various crisis scenarios.
This course emphasizes the importance of proactive crisis planning and timely communication. It also covers the ethical considerations of social media crisis management and the importance of transparency and accountability. By the end of this course, participants will be able to confidently manage social media crises, protect brand reputation, and minimize negative impact.
By the end of this course, learners will be able to:
- Identifypotential social media crises.
- Developa crisis communication plan.
- Monitorsocial media for emerging issues.
- Respondeffectively to negative comments and complaints.
- Managethe aftermath of a crisis.
- Communicatetransparently and ethically during a crisis.
- Social Media Managers:Individuals responsible for managing social media accounts and handling crises.
- Public Relations Professionals:PR professionals who are involved in crisis communication.
- Marketing Managers:Marketing managers who are responsible for brand reputation.
- Customer Service Managers:Customer service managers who handle customer complaints and inquiries.
- Business Owners and Entrepreneurs:Individuals who need to protect their brand reputation online.
Course Outline
5 days Course
- Introduction to Social Media Crisis Management:The nature of social media crises, identifying potential crises, developing a crisis communication plan framework. Case study: Analyzing a social media crisis.
- Social Media Monitoring and Early Warning Signs:Monitoring social media for mentions, sentiment analysis, identifying early warning signs of a crisis, using social listening tools. Practical exercise: Using social listening tools to monitor brand mentions.
- Social Media Monitoring and Early Warning Signs:Monitoring social media for mentions, sentiment analysis, identifying early warning signs of a crisis, using social listening tools. Practical exercise: Using social listening tools to monitor brand mentions.
- Crisis Simulation and Response:Simulating a social media crisis, practicing crisis response strategies, role-playing different scenarios, receiving feedback and guidance. Practical exercise: Participating in a crisis simulation.
- Post-Crisis Management and Reputation Recovery:Managing the aftermath of a crisis, reputation recovery strategies, rebuilding trust, learning from the crisis. Case study: Managing the aftermath of a social media crisis.
