Social media crisis training: How to make it real

Can you really train your staff for the unpredictable? Here’s how one firm is doing just that.

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The B2B world seems to have accepted that social media will be a part of future marketing programs, but how prepared are they to respond to a digital crisis? How savvy are clients or the agencies that serve them?

Most properly staffed agencies have people with general crisis experience but, when it comes to digital platforms … not so much. It’s a new field, so there’s been less time to gain experience, particularly among junior staff. But clearly, there is a growing need for knowledge.

Our firm’s answer was to develop a hands-on training session for all professional staff. We share its highlights below and hope you find them useful.

Our training flowed from a now-famous slip on Twitter that we adapted to our purposes. We gave our competing internal teams the following scenario:

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