You’re in a social media crisis and you don’t know what to do.
This has never happened before. Don’t panic. The most important thing you can initially do is acknowledge the situation. If you don’t acknowledge the situation then it can spiral out of control very quickly. It is very important to have someone in control and somewhere that the team can respond- A direct contact? Social media is live (like the early days of TV) and anything can happen. The good, the bad and the ugly.