5 Steps On How to Respond to a Crisis

1. Address the Crisis.

It is important to address the crisis because it shows a company's transparency with their audience.

2. Fight Fire With Water.

If a crisis has originated on one social media platform, it is important to address it there first before moving on to other platforms. You never know where a crisis will break, however, you must have presences in every social outpost even if you're not routinely participating there. It probably goes without saying, but speed matters.

3. Say You're Sorry.

People appreciate honesty and apologies. Saying you're sorry shows humility.

4. Create a Crisis FAQ.

Put all of the information about your crisis in one place so you can easily use your platforms to direct your audience to more answers. This helps eliminate confusion and keeps a consistent message.

5. Learn From Your Mistakes

It is all a learning process. When you respond to a crisis, look back on how your company did. What were you not prepared for? How could it have been executed better? An analysis on your plan will only lead to a better equipped response.