Plan a crisis communication response
Prepare for social media crises
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Create a social media crisis communication framework for [brand]. Define: crisis severity levels (1-3) with examples for each level, response time SLA per level, approval chain for responses, holding statement templates for different crisis types, do-not-say list, platform-specific response approach, how to monitor escalation, and post-crisis recovery content plan.
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Pensez à tester ce cadre avec des simulations de crise (exercices tabletop) pour valider les temps de réponse et les chaînes d'approbation avant une vraie crise. Personnalisez aussi les modèles de déclaration pour refléter le ton et les valeurs de votre marque.
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