Note: If you have questions about what to do in a crisis, please post in this forum - there will be folks periodically checking that space to answer your questions.
As we’ve learned over the past year, a crisis can occur at any time. Being prepared for a crisis, be it political, social, public health-related, or something else we can’t imagine yet, is essential. Your brand will be stressed no matter what -it's best to eliminate the stress you can control, rather than come at it flat-footed.
While below are some helpful tips, it’s critical to take a day-by-day, or even hour-by-hour approach, and evaluate what next steps make the most sense for your brand as events continue to develop. We recommend consulting your internal legal team to discuss any risks with communications. For more resources or additional advice, don’t hesitate to reach out to your primary Khoros point of contact.
Below are our best practices for managing your brand during a crisis.
Note: Posts that are scheduled to be published during a pause period will be moved to a “Failed to Publish” status at their scheduled publish time. To publish a “failed” post, you must resume publishing for the initiative and then manually reschedule the post. When initiatives are paused, moderation activities remain enabled. You can still reply to and comment on incoming posts.
Note: For more information on what you can do in Intelligence, see this article. For a template you can use to update internal stakeholders on conversations surfaced using Intelligence, see this article.
Given that a crisis can change quickly, it’s important to remain nimble and flexible. Communication and collaboration are essential.
Finally, remember to check in with your teams as they’re navigating the stressors of a crisis. Ensuring they have the resources they need and the space to step away will help keep morale high and lines of communication open. And after any crisis event, consider holding debriefing sessions with your crisis committee to identify what actions and communications worked well, and what your organization can improve upon for the future.
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