Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #FAIL

Social Media Crisis Communications: Preparing for, Preventing, and Surviving a Public Relations #FAIL

by Ann Marie van den Hurk

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Plan, Prepare, React, and Get Ahead Of Any Crisis—In Real Time!


Your business or organization will face a crisis. That’s a fact. Here’s another: Thanks to social media, crises happen more often and accelerate out of control faster—much faster.

So…what’s your crisis communications plan?

Don’t have one? Let’s fix that. Now. This book gives you a crisis communications blueprint that’s fast, flexible, realistic, complete, and doable.

You’ll learn how to successfully defend yourself using the same social tools others are using against you. You’ll see what works (and doesn’t). You’ll learn from folks who’ve been there and lived to talk about it: leaders who’ve been forced to execute their own crisis plans in the most brutally tough situations.

When that crisis comes, you’ll own this book. You’ll be ready. You’ll survive. You will win.


  • Understand the radically new dynamics of today’s crises
  • Anticipate what might happen, so you can get ahead of any crisis
  • Establish crisis response roles, teams, and notification/activation processes
  • Use free and low-cost services to monitor online chatter for signs of trouble
  • Respond in real time, before your crisis escalates
  • Calibrate your response to the realities of what’s happening
  • Effectively integrate social media best practices throughout your response
  • Avoid the disastrous mistakes panicked organizations often make
  • Regain control of your organization’s identity across the web

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Product Details

ISBN-13: 9780133353891
Publisher: Pearson Education
Publication date: 04/09/2013
Series: Que Biz-Tech
Sold by: Barnes & Noble
Format: NOOK Book
Pages: 160
File size: 9 MB

About the Author

Ann Marie van den Hurk, owner of Mind the Gap Public Relations, is an award winning PRSA-accredited hybrid counselor bridging the gap between traditional PR and social media. She has over a decade of intensive experience assisting businesses and non-profits in leading on sensitive issues, crisis communications, reputation management, and navigating Web 2.0/PR 2.0. Her business column for the Lexington (KY) Herald-Leader focuses on business PR, marketing, and social media. Van den Hurk previously served as VP, Communications and Advocacy for the Girl Scouts of the Chesapeake Bay Council.

Table of Contents

Chapter 1: What Is a Crisis?

Chapter 2: The Social Platforms

Chapter 3: New Dynamics in Social and Crisis Communications

Chapter 4: Organizations Doing It Right

Chapter 5: How Not to Handle a Social Media Crisis

Chapter 6: Creating a Crisis Communications Plan

Chapter 7: Integrating Social Media into the Crisis Communications Plan

Chapter 8: When a Crisis Hits

Chapter 9: Recovering from a Crisis

Chapter 10: Tying It All Together


Appendix A: Communication Response Steps

Appendix B: Quick List of Providers Mentioned in Book

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