Social Media Crisis Response

Prompt

Help me manage a social media crisis for [BRAND NAME].

Crisis details:
- What happened: [DESCRIBE THE INCIDENT]
- Platform where it originated: [TWITTER / LINKEDIN / INSTAGRAM / FACEBOOK / REDDIT / OTHER]
- Current scale: [NUMBER OF MENTIONS / VIRAL OR CONTAINED]
- Sentiment: [MOSTLY NEGATIVE / MIXED]
- Whether our fault: [YES, FULLY / PARTIALLY / NO, MISPERCEPTION]
- Legal exposure: [YES / NO]
- CEO/leadership awareness: [YES / NO]
- Time since incident: [HOURS]

**IMMEDIATE RESPONSE PLAN (Next 2 Hours)**

1. **Holding Statement** — What to post immediately. Acknowledges, doesn't over-admit, buys time for full response.

2. **Internal Escalation Checklist** — Who needs to be notified in the next 60 minutes.

3. **Social Listening Protocol** — What to monitor, how often, what to respond to vs. ignore.

**FULL RESPONSE (Within 24 Hours)**

4. **Official Response** — Platform-appropriate statement. For each relevant channel.

5. **Response Matrix** — How to handle: angry comments, incorrect claims, media inquiries, supporter messages, employee questions.

6. **What NOT to Say** — Common mistakes that make crises worse. Avoid these.

**RECOVERY (Days 2-14)**

7. **Narrative Shift Strategy** — How to move the conversation from crisis to resolution.

8. **Post-Crisis Audit** — What process or policy change to announce to show accountability.