Business writing: crisis management in social media

Find an example of professional social media crisis management. It can be a situation that was resolved positively or negatively, or it can be a situation that still needs to be resolved. You can use any social media platform you’d like (Twitter, Facebook, Instagram, etc) and it can be from any company/industry (look at the examples I’ve posted on Moodle as illustration).

Using the example you found, write me a professional business letter (uploaded here) with a link or screen shot of the social media crisis you found and answer the following questions:

What impact does social media have on public relations practices, particularly crisis communications and reputation management? How significant is it for organizations today to monitor content on social media sites, including hash tags and other signs of internal and external dialogue?

How should crisis communications preparedness plans address the proliferation of social media outlets?

From the perspective of crisis communicators concerned with social media, what else could the business in your example have done or said to prove with action that its key messages are sincere? What other messages could they have delivered?

Did your business use any other types of traditional media to reach its stakeholders (i.e., did the company send out a press release or special promotion in addition to addressing the situation via social media?)?

What other challenges do you think that PR practitioners, marketers, or corporate communicators could have in telling the truth in the digital age?

How important is speed of response rate in a digital world, particularly when an organization is facing a crisis situation?

Are there any other conclusions that you can draw from this incident?

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