Here’s a question for you social media managers:

I am working on developing a social media crisis communication plan. We’ve never had to deploy such a strategy before (knock on wood) but I think it’s imperative for any business to have a plan in place if something unexpected goes awry. 

Do any of you have such a plan in place for social channels? What best practices do you have to offer beyond the basic tactics that include:

1) Monitoring social channels (and beyond) for mentions of your company2) Getting in front of the “story” as quickly as possible3) Responding and letting your audience know their comments/questions/complaints are being heard and the issue is being dealt with. 

My immediate concern is if something needs to be communicated “off hours” — i.e. when I am asleep which is about the only time I am not paying attention to my social monitors. Do you have 24/7 coverage on your social monitors? If you are using multiple administrators across channels for more hourly coverage, how is that working for you?

Thanks!

Terra