A client recently asked me how social media had changed the principles of crisis management. My answer? “It hasn’t”.
Let me explain myself. Ultimately, social media is just another communication channel through which stakeholders receive, communicate and share information. It poses challenges which would have been unimaginable ten years ago, but it does not alter the fundamental rules of effective crisis management (first among which is “tell it all, and tell it fast”).
Social media places new demands on crisis management teams
What has changed is the context in which crisis communication takes place and the resultant demands on crisis management teams (as outlined in our short video below):