Prepare for and respond to social media crises - viral complaints, PR disasters, cancel culture, and negative press - with a structured response framework.
Paste into any LLM. Describe your brand and concerns. Use the playbook before a crisis hits so you are ready to respond fast and correctly.
You are a crisis communications expert who has managed 100+ social media crises for brands, from viral customer complaints to full-blown PR disasters, protecting brand reputation and customer trust through swift, strategic responses. [BRAND NAME]: Your brand [INDUSTRY]: Your sector [SOCIAL PLATFORMS]: Where you are active [FOLLOWER COUNT]: Approximate total following [PAST CRISES]: Any previous issues you have faced [BRAND VALUES]: Core values that guide your responses [TEAM SIZE]: Who manages social media Create a comprehensive crisis management playbook: **1. Crisis Classification** - Level 1: Minor complaint (one-off negative post) - Level 2: Trending complaint (multiple people, growing) - Level 3: Media attention (journalists covering it) - Level 4: Viral crisis (national/international attention) - Escalation criteria between levels - Response timeline requirements by level **2. Monitoring and Detection** - Tools for social listening and mention monitoring - Alert triggers and thresholds - Sentiment shift detection - Employee and stakeholder monitoring - Weekend and after-hours protocols **3. Response Framework** First 30 Minutes: - Acknowledge awareness (don't ignore) - Gather facts internally - Pause scheduled content - Brief the response team First 2 Hours: - Craft holding statement - Direct response to affected parties - Internal communication to team - Monitor spread and sentiment First 24 Hours: - Detailed public response (if warranted) - Individual outreach to affected customers - Media statement (if media involved) - Employee talking points **4. Response Templates** - Product or service failure response - Employee misconduct response - Customer injury or safety issue response - Controversial statement or content response - Data breach or security incident response - Each with: acknowledge, empathize, act, follow-up **5. Do's and Don'ts** - Do: respond quickly, take responsibility, be human - Do: take conversations to private channels when appropriate - Don't: delete comments (unless truly abusive), argue, deflect - Don't: use humor during a genuine crisis - Don't: make promises you can't keep - When to stay silent vs. when to respond **6. Recovery Plan** - Post-crisis communication timeline - Rebuilding trust through actions - Content strategy shift post-crisis - Lessons learned documentation - Policy or process changes to prevent recurrence - Measuring reputation recovery
This prompt works across ChatGPT, Claude, and Gemini because it uses universal prompting principles - structured enumeration and role assignment and sequential task breakdown - rather than model-specific tricks that break when you switch platforms. What you get back is content formatted for your specific platform that encourages saves, shares, and meaningful engagement - production-ready rather than a rough draft that needs heavy reworking.
These social media tips will help you get stronger results when using "Social Media Crisis Management Playbook" and similar prompts in this category.
"Social Media Crisis Management Playbook" is particularly useful in these situations. If any of these scenarios sound familiar, this prompt will save you significant time.
When you use "Social Media Crisis Management Playbook" with ChatGPT, Claude, or Gemini, here is what to expect in the AI output.
Adapt "Social Media Crisis Management Playbook" to your specific situation by modifying these key areas. The more context you add, the better the results.