Once your organization is interacting with people via social media, you must expect that one day you will need to handle a case of an irate customer. You will usually have a general plan to follow in your day to day customer care process on social media sites.
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About…
The ContainC3i playbook is today an important tool for anyone tasked with handling digital media for an organization or prominent individual.
Handling Social Media Crisis Scenarios
There are two ways you can handle this scenario;
The crisis management playbook…for the people who want to launch a type 2 response.
You will find that the playbook is divided into 3 sections.
- For the Social media manager.
- General information.
Something for Everyone
The social media manager must read the whole book. They need to be able to control and direct a crisis response. The more you know, the better.
…must read the part of the book that is specific for him / her. You need to know what is expected of you and how to deliver it. You may read the part for the social media manager if you so desire. It is not prohibited. However, make sure to leave the social media manager to implement their section as they see fit.
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Social media users read the book for the general information bits that are included in this playbook. They get to understand Social Media from a corporate point of view and generally pick a lot of useful information about securing social media accounts.
You Need the #ContainC3i Playbook
This social media crisis management playbook is based on the premise that…is either spontaneous or premeditated. It takes into account that users may be randomly engaging negatively with you, or they may be being paid to tarnish your name. This playbook holds your hand and leads you out of the murky waters…
Do not be scared. Instead, be prepared
It is important that you take time to practice what is in this playbook. Prepare some of the setups required in advance, especially for…Be ready to move quickly. Practice frequently and rigorously.
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To get the most out of the #ContainC3i playbook; commit to, read, understand, practice, and prepare in advance. As you read the book, it is advisable that you…
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