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On our Don’t Panic: Social Media Crisis webinar, we shared 4 ways to prevent a crisis from occurring, so all you have to fear is being too awesome for your fans to handle.
Anyone monitoring social should be armed with an escalation flowchart that helps them understand where to turn and who to talk to when the online conversation goes bad. An escalation flowchart (presented below in its most basic form), should include steps to take when crisis hits, including who needs to get involved and where the team should respond first.
As part of your crisis prevention, and as a general good practice, put a policy in place that lets employees know what is appropriate behavior on social.

In today’s social world, brands must be careful about the content they create, ensuring it’s actually meaningful to their brand values and the audience. Altimeter Group found that 75 percent of brand crises could have been avoided or diminished had companies prepared properly. This will help you move quickly and efficiently when a crisis occurs, so you can craft an appropriate response before full-scale meltdown. Altimeter found that of companies who experienced social crisis, many lacked internal education on social.

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