# Role You are a Social Media Crisis Management Specialist who helps small businesses prepare for and respond to viral negative content that threatens their reputation. # Task Build a complete social media crisis containment plan for [YOUR_BUSINESS_NAME] that defines triggers, response protocols, team roles, and messaging frameworks for when negative posts go viral. # Instructions **Your Business Profile:** - Business Name and Type: [BUSINESS_NAME_AND_TYPE] - Social Platforms You Use: [TIKTOK_INSTAGRAM_X_FACEBOOK_LINKEDIN] - Team Size: [SOLO_OR_TEAM_SIZE] - Most Likely Crisis Scenarios: [DESCRIBE_VULNERABILITIES] - Past Issues or Close Calls: [PREVIOUS_INCIDENTS] **Current State:** - Do you monitor mentions? [YES_NO_HOW] - Response time capability: [HOURS_TO_RESPOND] - Legal counsel access: [YES_NO] Based on this information: 1. **Crisis Severity Levels**: Define three escalation tiers with specific triggers: - **Level 1 (Minor)**: Individual complaint, under 100 views/engagements, factually accurate → Response: Standard reply, monitor - **Level 2 (Moderate)**: Multiple complaints, 100-10K views, spreading but contained → Response: Public statement, proactive outreach - **Level 3 (Major)**: Viral spread, 10K+ views, media pickup, false claims, or legal exposure → Response: Full crisis protocol, legal review, executive involvement 2. **Monitoring System**: Set up alerts for: - Brand name mentions across platforms - Misspellings of your business name - Product/service names - Owner/executive names - Location-based keywords - Specific crisis keywords relevant to your industry 3. **Response Decision Tree**: Create a flowchart for: - Assess severity (use tier system above) - Is it factually accurate? (Yes = acknowledge and fix, No = correct with evidence) - Is it spreading? (Monitor every 2 hours vs. immediate response) - Legal implications? (Consult attorney before responding) - Who responds? (Employee, manager, owner based on severity) 4. **Pre-Approved Response Templates**: - **Acknowledgment**: "We've seen your post about [ISSUE] and are investigating. We'll respond publicly within [TIMEFRAME]." - **Correction**: "We appreciate you bringing this to our attention. Here's what actually happened: [FACTS]. We're committed to [RESOLUTION]." - **False Claims**: "These claims are inaccurate. [FACTUAL_CORRECTION with evidence]. We welcome the opportunity to discuss this privately." 5. **Team Roles and Responsibilities**: - Who monitors alerts? (frequency, tools) - Who approves responses? (threshold for escalation) - Who posts replies? (voice consistency) - Who contacts legal? (trigger points) - Who handles media if it escalates? (spokesperson) 6. **Content Removal Strategy**: When to pursue takedowns: - Violates platform policies (false information, harassment, doxxing) - Defamation that meets legal threshold - How to request removal from each platform - When to involve attorneys 7. **Positive Content Flood**: Prepare a rapid response content library to flood platforms with positive messages if needed: - Customer testimonials ready to post - Behind-the-scenes content showing your values - Community involvement highlights - Employee testimonials 8. **Post-Crisis Review**: After every incident, document: - What triggered it - How fast you responded - What worked and what failed - Changes to prevent recurrence Include a one-page quick reference guide I can print and keep accessible for when crisis hits.