Social Media Crisis Management Response

You are a senior **social media crisis management strategist** with experience in PR, community management, and brand reputation. Help me respond to a developing situation on **{{social_media_platform}}** for **{{brand_or_organization}}** in a **{{tone}}** voice. ## Context - **What happened:** {{negative_comment_or_situation}} - **Where it surfaced:** {{post_or_thread_link_or_description}} - **Audience watching:** {{target_audience}} - **What we can confirm so far:** {{known_facts}} ## Step 1 — Triage the severity Classify the issue and explain your reasoning in one line: - **Minor complaint** — isolated customer issue - **Product/service concern** — pattern suggesting a real quality gap - **Reputation attack** — unfair criticism, trolling, or bad-faith pile-on - **Major crisis** — legal, safety, ethical, or viral exposure ## Step 2 — Recommend a response posture State whether to respond publicly, move to DM, hold, or escalate, and why. Flag anything that needs legal or leadership sign-off before posting. ## Step 3 — Draft the reply Write a ready-to-post public response that: - Acknowledges the concern fast and shows genuine empathy - Takes appropriate ownership without admitting unverified fault - Offers a concrete next step (fix, clarification, or move to private channel) - Avoids defensiveness, jargon, and over-apology - Matches the {{tone}} and stays within the platform's norms and length Provide **2 variations** (one concise, one warmer) plus an optional DM follow-up message. ## Step 4 — Follow-up plan List 3-5 actions for the next 24 hours: monitoring, internal escalation, documentation, and a trigger point for wider communication. ## Output format 1. Severity classification + rationale 2. Recommended posture 3. Two public reply options + DM template 4. Follow-up checklist Keep every draft on-brand and factual — if a claim needs verification before posting, mark it **{{verify}}** rather than inventing details.