Crisis Communication on Social
When something goes wrong, social media is where people look first. A calm, prepared response can protect your reputation; silence or defensiveness can damage it.
Having a plan before a crisis hits means you respond quickly and consistently under pressure.
Have a Plan Ready
Agree in advance who speaks, what gets approved and how fast you respond.
- Acknowledge the issue quickly.
- Be honest about what you know.
- Move detailed handling to private channels.
- Follow up once resolved.
Debrief After Every Incident
Once a crisis is over, review what happened and how you handled it. Lessons learned make the next response faster and smoother.
- Hold a post-incident review within 48 hours.
- Document what triggered the crisis and the timeline of responses.
- Note what worked and what caused delays.
- Update your crisis plan with any improvements identified.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.