Course Details

Crisis communication, Social media

Crisis Management in Social Media



Course venue

ISOC London
13 Grosvenor Place | Floor 3

Course dates

Venue Location

GBP 545

per individual
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Additional course information

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  • This intermediate-level social media crisis management course covers how to defend and repair reputation online in crisis situations. Topics include how to prepare a social media crisis communication strategy, how to track and analyse fast-moving online buzz in a crisis, and. You will develop judgment about how, when and where to engage.

    You will learn to take command of communication in a crisis situation across all key social platforms including Twitter, YouTube and Facebook.


    This course covers the following modules:

    • Principles of online crisis communication and PR
    • Digital channels and platforms for crisis communications
    • Online crisis communication strategy and planning
    • Online crisis communication response and engagement

    Who should attend?

    This is an intermediate-level course designed for learners with existing knowledge and several years of experience in communications or PR. Learning is pitched at a level to help you develop strategic approaches and apply sophisticated techniques. This course is recommended for anyone who may be involved in the online communication response to a crisis affecting their organisation, either behind the scenes or in execution.

    Learning outcomes

    After this course, you will be able to:

    • Understand the dynamics of online communication in breaking news on the real-time web
    • Apply international best practice in online crisis communication to your own organisation
    • Prepare and plan for crisis communication across all of the key social media platforms, including Facebook, Twitter and YouTube
    • Respond and engage rapidly in online social media when a reputational crisis arises for your organisation

    Course outline

    Principles of online crisis communication

    This module extracts best practice lessons from case studies of online communication by organisations facing a major reputational crisis.

    • Digital dynamics in crisis communication: how social media spread and propagate reputation-critical information
    • Identifying platforms and approaches for online intervention and engagement

    Digital channels and platforms for crisis communications

    This module is a practical how-to guide to using each of the main online technologies and platforms to defend your organisation’s reputation in a crisis situation.

    • Integrating online channels in crisis response
    • Twitter in a crisis
    • Using Facebook in a crisis
    • Using YouTube and multimedia in a crisis
    • Using Google in a crisis: crisis search communications

    Online crisis communications strategy and planning

    This module covers how to prepare digital systems, resources and policies so that your organisation is ready to engage immediately and comprehensively when a crisis strikes.

    • Online issues tracking and monitoring
    • Creating strategies, policies and systems enabling rapid decision-making and engagement
    • Preparing online crisis resources: platforms and content ready to go live at a moment’s notice
    • People and skills
    • Online press office management in a crisis

    Online crisis communication response and engagement

    This module builds practical skills and experience of applying online tools in crisis communications, based around a hands-on rolling online crisis simulation workshop.

    • Online crisis stakeholder engagement
    • Messaging and positioning for online crisis communication
    • Identifying and engaging online influencers


User reviews 7 users commented so far Add your review

Lars says:
Elly (Elsbeth Smedley) gave good examples - overall good course.
Lars rated the course
Aishat Ayijomoh Onusi says:
The course content was very rich and the delivery was superb. Samantha Dancy our trainer is really good. She is seasoned in what she does, a great teacher, this has been very beneficial. I will definitely seize any future opportunity to be in her class again.
Aishat rated the course
Adeniyi Kassim says:
Trainer Sam Dancy was highly knowledgeable, I am impressed.
Adeniyi rated the course
Ugochukwu Uwajeh says:
This was a fascinating programme, very refreshing and engaging. Frances Barton, our trainer did a marvelous job dissecting this course. Keep it up.
Ugochukwu rated the course
Claire says:
I really enjoyed the course! The material, pace and videos were very good. I also liked the interactive discussion, it was very useful.
Claire rated the course
Mohammad Al Joyan says:
This session was one of the best, the cases and examples are great and informative.
Mohammad rated the course
Saeed Hamad Al Mehairi says:
I really enjoyed the case studies.
Saeed rated the course
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