To manage a social media crisis, detect it early and assess its severity, then issue a short first statement saying you are aware and investigating. Verify the facts, take responsibility with a concrete remedy if you are at fault, keep one consistent voice across all channels and review the process once things calm down.
- Severity levels: routine complaint, escalating issue and full crisis, each with a defined owner.
- Crisis steps: pause scheduled posts and ads, assemble the team, collect evidence, publish a holding statement, verify facts, issue the main statement, keep one voice, manage comments and monitor continuously.
- Avoid: mass-deleting criticism, arguing with users, fake supportive accounts, copy-paste replies and legal statements without counsel.
A crisis plan prepared in advance, covering roles, approvals, draft statements and account security, dramatically shortens response time. Racoun prepares such plans with brands and coordinates messaging and channels during a crisis.
Talk to Racoun: we are based in Istanbul and work with brands across Türkiye. Message us on WhatsApp or email ekip@racoun.com.
