How to Use Social Media for Crisis Communications and Emergency Management

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Primary Target Country
Publishing Organisation Hootsuite
Language English
Year Published 2020
Target Audience Businesses, Policy Makers, Practitioners
Status Published
Disaster Management Phase During
Covers Thematic Community management, Content creation, Crisis communication, Social Media Strategy, Technologies
Audience Experience Level Starter
Source Website https://blog.hootsuite.com/social-media-crisis-communication/
Abstract The role of social media in crisis communications

During a crisis, social media can help brands:

  • Communicate updates to your audience;
  • Support people who need help or information;
  • Listen and learn about current events and what people need from your brand.


  • Tips for communicating on social media during a crisis or emergency

Make sure your social media policy includes the following:

  • An up-to-date emergency contact list. Not just your social media team but legal advisors and executive decision-makers, too.
  • Guidance on accessing social account credentials. Where is that information, and how can someone find it?
  • Guidelines for identifying the scope of the crisis (i.e., is it global or local, does it affect your operations, does it affect your customers, and to what extent?)
  • An internal communication plan for employees.
  • An approval process for your response strategy.


Social media crisis communications plan template

Get a social media crisis communications plan in place while everything is business-as-usual. That way, you’ll be able to jump into action ASAP when life goes sideways. get started with a crisis communication plan template for social media.

  • Assess potential crises
  • Potential questions and responses
  • Posting outlets and schedules
  • Key stakeholders
  • Guidelines for social media
Is Archived No
Covers platforms Twitter, Instagram

In this post Hootsuite is taking a look at social media best practices during a real-world crisis or emergency. That is, strategy and tactics for challenging times—earthquakes, hurricanes, wildfires, massacres, pandemics, economic collapse.