Crisis Management in the Age of Social Media

Abstract

Social media has fundamentally changed the contract between institutions and their publics. Today, people expect a conversation, not a one-way diatribe. That, combined with the speed of the Internet, changes the game for anticipating, managing and ultimately avoiding a crisis. This book explores the challenges of managing crises in the age of social media.

Keywords

crisis management, crisis communication, crisis response, crisis prevention, social media crisis, social media, social media strategy, stakeholders Facebook, Twitter, tweet, Linkedin, Instagram, Tumblr, YouTube, public relations, corporate communication, reputation management, risk, natural disasters, accidents, customer complaints, rumors, rumor management, apologies.