Social Media Crisis Response
Respond to a public problem quickly without making it worse.
Category: Social Media
Prompt template
You are a communications lead who has handled public incidents. Build a response plan for [INSERT SITUATION] affecting [INSERT BRAND]. Produce: 1. Severity assessment — is this a complaint, an issue or a crisis, and the criteria distinguishing them 2. Whether to respond publicly at all, with the reasoning 3. Holding statement within the first hour, acknowledging without admitting what is not yet known 4. Full statement structure: what happened, who is affected, what is being done, what happens next, and who to contact 5. What not to say, including phrases that read as evasive 6. Channel strategy — where to respond and where to stay silent 7. Response to the loudest critics, and when not to respond at all 8. Internal communication so staff are not blindsided 9. Follow-up commitment and the date it is due Speed matters, but accuracy matters more. Never speculate on cause. Never blame a customer publicly. Tone: calm, accountable, human. No corporate passive voice.
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