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 495

per individual
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  • A one-day intermediate training course on how to defend and repair reputation online

    Course outline

    Managing digital reputation in disaster situations

    This course covers the preparation and deployment of online communication strategies to defend and repair your reputation in online social media in the event of a crisis.

    You will learn to monitor online buzz and master the use of social platforms like Facebook, Twitter and YouTube to take command of communication in a crisis situation.

    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.


    This course covers the following modules:

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

    The topics covered by each module are detailed below.

    About this course

    What to expect

    The course takes a tool-focused approach, based on the practical application of the core online platforms and technologies in crisis communication.

    You will not have to sit through long lectures or presentations – this course uses active learning to help you internalise the topic and apply it in the real world.

    Training format

    This course comprises four modules each covering a set of key concepts and skills.

    Within each module, best practice and key concepts are covered off in a concise briefing, followed by stimulating learning activities like workshops, discussions, case studies and role-play exercises.


    Looking for more? You can also take this course as part of a multi-day programme:

    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

    Principles of online crisis communication and PR

    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

    Course format


    This course is heavy on reality and light on theory. Your trainer will introduce the concepts clearly, then focus on real-world skills that connect the big picture to your job. Courses are updated regularly and trainers are active in the industry so your knowledge will be fresh and relevant.


    Training consists of concise briefings on best practice, backed up by interactive learning activities like workshops, role-plays, case study analysis, coaching, brainstorms and structured group discussions. You will not sit passively through long lectures.


    This course is interesting, intellectually stimulating and delivered in a relaxed and professional style.


    All ISOC trainers are hands-on communication professionals with at least 15 years of experience. We don’t employ academic teachers – we insist on good-humoured enthusiasts who will inspire your creativity.


    This course is delivered in an executive boardroom format, not classroom-style, and in a small group no larger than eight people. You will get personal attention for the issues that matter to you. It’s also a great chance to network and share experience.

    Quality assurance

    About ISOC

    We have headquarters in London and a training centre in Dubai. We train communicators at all levels, from press officers to prime ministers. ISOC is owned and managed by Pinnacle International, the world’s largest specialist communications and PR training company. As well as public courses, we provide private and customised programmes including media interview training, presentation training, and multi-year multi-competency postgraduate programmes.

    Accredited by Edexcel

    Edexcel is the world’s largest provider of accredited qualifications and one of the UK’s largest examination boards. It is owned by Pearson, the world’s largest education company. Edexcel awards two million qualifications every year around the world and has 5,500 education partners in 110 countries.

    ISOC is an accredited Edexcel Centre (#90817). Edexcel has audited ISOC’s systems for the design, delivery and management of training and inspects us regularly to assure quality control of all aspects of training and assessment.

    The British Accreditation Council

    ISOC is also accredited by the British Accreditation Council, a UK Government-mandated training standards body. The BAC conducts annual quality assurance inspections and audits.

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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