Crisis communications: What it is and examples brands can learn from

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9.82843 3 9C3 8.17157 2.32843 7.5 1.5 7.5C0.671573 7.5 0 8.17157 0 9C0 9.82843 0.671573 10.5 1.5 10.5Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M6.25 14.5C7.49264 14.5 8.5 13.4926 8.5 12.25C8.5 11.0074 7.49264 10 6.25 10C5.00736 10 4 11.0074 4 12.25C4 13.4926 5.00736 14.5 6.25 14.5ZM6.25 13C6.66421 13 7 12.6642 7 12.25C7 11.8358 6.66421 11.5 6.25 11.5C5.83579 11.5 5.5 11.8358 5.5 12.25C5.5 12.6642 5.83579 13 6.25 13Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M12.375 11.6299C13.8247 11.6299 15 10.4546 15 9.00488C15 7.55514 13.8247 6.37988 12.375 6.37988C10.9253 6.37988 9.75 7.55514 9.75 9.00488C9.75 10.4546 10.9253 11.6299 12.375 11.6299ZM12.375 10.1299C12.9963 10.1299 13.5 9.6262 13.5 9.00488C13.5 8.38356 12.9963 7.87988 12.375 7.87988C11.7537 7.87988 11.25 8.38356 11.25 9.00488C11.25 9.6262 11.7537 10.1299 12.375 10.1299Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M15 15.375C15 16.8247 13.8247 18 12.375 18C10.9253 18 9.75 16.8247 9.75 15.375C9.75 13.9253 10.9253 12.75 12.375 12.75C13.8247 12.75 15 13.9253 15 15.375ZM13.5 15.375C13.5 15.9963 12.9963 16.5 12.375 16.5C11.7537 16.5 11.25 15.9963 11.25 15.375C11.25 14.7537 11.7537 14.25 12.375 14.25C12.9963 14.25 13.5 14.7537 13.5 15.375Z" fill="#364141"/> </svg> <span class="f300 f400-m f400-xm f300-l ml300">Employee Advocacy<span class="screenreader"> Login</span></span> </div> <svg class="dn dib-l" height="16" role="img" viewBox="0 0 256 512" width="16" xmlns="http://www.w3.org/2000/svg" title="Employee Advocacy Login" aria-labelledby="fa_angle_right_2146108156" > <title id="fa_angle_right_2146108156">Employee Advocacy Login</title> <path fill="currentColor" d="M224.3 273l-136 136c-9.4 9.4-24.6 9.4-33.9 0l-22.6-22.6c-9.4-9.4-9.4-24.6 0-33.9l96.4-96.4-96.4-96.4c-9.4-9.4-9.4-24.6 0-33.9L54.3 103c9.4-9.4 24.6-9.4 33.9 0l136 136c9.5 9.4 9.5 24.6.1 34z"></path> </svg> </a> </div> </div> </div> <a href="/demo/" class="button-reset interaction--hover dib ba bw600 br500 b--neutral-1100 hover-b--neutral-900 bg--transparent c--neutral-1100 hover-c--neutral-900 w-100p w-auto-l py300 px350 f300 fw-bold tc no-underline hover-no-underline"> <span>Schedule a demo</span> </a> <div class="px0-l px450 pl0-ns pr450-ns flex-auto w-100p w-auto-ns"> <a href="/trial/" class="button-reset interaction--hover dib ba bw600 br500 hover-c--neutral-0 b--neutral-1100 hover-b--neutral-900 bg--neutral-1100 hover-bg--neutral-900 c--neutral-0 w-100p w-auto-l py300 px350 f300 fw-bold tc no-underline hover-no-underline"> <span>Try for free</span> </a> </div> </div> </div> </div> <nav class="dn db-l" > <div class="b--neutral-200-l bb-l bg--blue-1100 bg--neutral-0-l c--text-inverse c--text-l flex flex-auto flex-column flex-row-l relative z2"> <div class="f300 flex flex-column flex-row-l items-center-l justify-between-l mw900 mx-auto pb750 pb0-l px350-l w-100p"> <ul class="flex flex-auto flex-column flex-row-l flex-wrap-l list pl0 w-100p w-auto-l "> <li class="flex items-center mr400"> <a class="flex" href="https://sproutsocial.com/insights/"> <span class="screenreader">Blog Home</span> <span class="button-reset dn-l fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw"> <span class="c--neutral-0 f500 f300-l">Home</span> </span> <svg class="c--primary dn db-l" height="16" role="img" viewBox="0 0 576 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M280.37 148.26L96 300.11V464a16 16 0 0 0 16 16l112.06-.29a16 16 0 0 0 15.92-16V368a16 16 0 0 1 16-16h64a16 16 0 0 1 16 16v95.64a16 16 0 0 0 16 16.05L464 480a16 16 0 0 0 16-16V300L295.67 148.26a12.19 12.19 0 0 0-15.3 0zM571.6 251.47L488 182.56V44.05a12 12 0 0 0-12-12h-56a12 12 0 0 0-12 12v72.61L318.47 43a48 48 0 0 0-61 0L4.34 251.47a12 12 0 0 0-1.6 16.9l25.5 31A12 12 0 0 0 45.15 301l235.22-193.74a12.19 12.19 0 0 1 15.3 0L530.9 301a12 12 0 0 0 16.9-1.6l25.5-31a12 12 0 0 0-1.7-16.93z"></path> </svg> </a> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-social-media" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Social Media menu" aria-controls="header-nav-social-media-id" aria-expanded="false" aria-label="Open Social Media menu" > <span class="f300 f400-m f400-xm f300-l ">Social Media</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-social-media" class="dn" id="header-nav-social-media-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/social-strategy/" rel="nofollow" > <span class="wsnw">Strategy</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/social-trends/" > <span class="wsnw">Trends</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/analytics/" rel="nofollow" > <span class="wsnw">Analytics</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/social-listening/" rel="nofollow" > <span class="wsnw">Listening</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/engagement/" rel="nofollow" > <span class="wsnw">Engagement</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/community-management/" > <span class="wsnw">Community Management</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/customer-care-service/" rel="nofollow" > <span class="wsnw">Customer Care</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://sproutsocial.com/insights/social-commerce-and-ecommerce/" > <span class="wsnw">Commerce</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/social-media-scheduling/" rel="nofollow" > <span class="wsnw">Scheduling</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/advertising/" rel="nofollow" > <span class="wsnw">Advertising</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/advocacy/" rel="nofollow" > <span class="wsnw">Employee Advocacy</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/influencers/" > <span class="wsnw">Influencers</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/team-collaboration/" > <span class="wsnw">Team Collaboration</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/all-social-media/" > <span class="wsnw">All Social Media</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-networks" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Networks menu" aria-controls="header-nav-networks-id" aria-expanded="false" aria-label="Open Networks menu" > <span class="f300 f400-m f400-xm f300-l ">Networks</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-networks" class="dn" id="header-nav-networks-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/facebook/" > <span class="wsnw">Facebook</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/instagram/" > <span class="wsnw">Instagram</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/linkedin/" > <span class="wsnw">LinkedIn</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/pinterest/" > <span class="wsnw">Pinterest</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/review-sites/" > <span class="wsnw">Review Sites</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://sproutsocial.com/insights/social-platforms/" > <span class="wsnw">Social Platforms</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://sproutsocial.com/insights/tiktok/" > <span class="wsnw">TikTok</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/twitter/" > <span class="wsnw">Twitter</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/youtube/" > <span class="wsnw">YouTube</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/other-platforms/" > <span class="wsnw">Other</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/all-platforms/" > <span class="wsnw">All Networks</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-industries" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Industries menu" aria-controls="header-nav-industries-id" aria-expanded="false" aria-label="Open Industries menu" > <span class="f300 f400-m f400-xm f300-l ">Industries</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-industries" class="dn" id="header-nav-industries-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/tech-companies/" > <span class="wsnw">Tech/Software</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/higher-education/" > <span class="wsnw">Higher Education</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/retail/" > <span class="wsnw">Retail</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/healthcare/" rel="nofollow" > <span class="wsnw">Healthcare</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/nonprofit/" > <span class="wsnw">Nonprofit</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/agency/" > <span class="wsnw">Agency</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/government/" > <span class="wsnw">Government</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/travel-and-hospitality/" > <span class="wsnw">Travel & Hospitality</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/industries/" > <span class="wsnw">All Industries</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-career-growth" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Career Growth menu" aria-controls="header-nav-career-growth-id" aria-expanded="false" aria-label="Open Career Growth menu" > <span class="f300 f400-m f400-xm f300-l ">Career Growth</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-career-growth" class="dn" id="header-nav-career-growth-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/marketing/" > <span class="wsnw">Marketing Disciplines</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/leveling-up/" > <span class="wsnw">Leveling Up</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/leadership/" > <span class="wsnw">Leadership</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/diversity-equity-inclusion/" > <span class="wsnw">Diversity, Equity & Inclusion</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/career-growth/" > <span class="wsnw">All Career Growth</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-marketing-insights" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Marketing Insights menu" aria-controls="header-nav-marketing-insights-id" aria-expanded="false" aria-label="Open Marketing Insights menu" > <span class="f300 f400-m f400-xm f300-l ">Marketing Insights</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-marketing-insights" class="dn" id="header-nav-marketing-insights-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/corporate-communications/" > <span class="wsnw">Corporate Communications</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/culture/" > <span class="wsnw">Culture Strategies</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/customer-experience/" > <span class="wsnw">Customer Experience</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/digital-transformation/" > <span class="wsnw">Digital Transformation</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/whats-next/" > <span class="wsnw">What's Next</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/marketing-insights/" > <span class="wsnw">All Marketing Insights</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-sprout" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Sprout menu" aria-controls="header-nav-sprout-id" aria-expanded="false" aria-label="Open Sprout menu" > <span class="f300 f400-m f400-xm f300-l ">Sprout</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-sprout" class="dn" id="header-nav-sprout-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/using-sprout/" > <span class="wsnw">Sprout in Action</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/product-updates/" > <span class="wsnw">Updates & Enhancements</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/team-sprout/" > <span class="wsnw">Team Sprout</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/sprout-engineering/" > <span class="wsnw">Sprout Engineering</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://learning.sproutsocial.com/" > <span class="wsnw">Learning Portal</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/press/" > <span class="wsnw">Press</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-semibold c--text-inverse c--link-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/sprout/" > <span class="wsnw">All Sprout Social</span> </a> </div> </div> </div> </li> <li class="flex flex-column items-center mt0 relative w-100p w-auto-ns"> <button id="header-nav-resources" class="button-reset fw-bold inline-flex items-center justify-between mr400-l pa400 px200-l relative w-100p w-auto-l wsnw" title="Open Resources menu" aria-controls="header-nav-resources-id" aria-expanded="false" aria-label="Open Resources menu" > <span class="f300 f400-m f400-xm f300-l ">Resources</span> <span class="rotate-caret ml300" > <svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path> </svg> </span> </button> <div aria-labelledby="header-nav-resources" class="dn" id="header-nav-resources-id" role="region" > <div class="pointer-events-none absolute-l left0 overflow-hidden pa400-l pt0-l ml-400-l mr-400-l top-100p w450-l z8"> <div class="pointer-events-all b--neutral-200-l br--bottom br600 bt-l bg--blue-1100 bg--neutral-0-l c--text-inverse f300 flex flex-column pb450 pl600 pl0-l py350-l shadow200-l tl"> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/resources/" > <span class="wsnw">Resource Center</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/case-studies/" > <span class="wsnw">Case Studies</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/guides/" > <span class="wsnw">Guides</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/webinars/" > <span class="wsnw">Webinars</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/data/" > <span class="wsnw">Data Reports</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/templates/" > <span class="wsnw">Templates</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/interactive/" > <span class="wsnw">Interactive</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/events/" > <span class="wsnw">Events</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="/insights/podcasts/" > <span class="wsnw">Podcasts</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://community.sproutsocial.com/" > <span class="wsnw">Community</span> </a> <a class="db hover-no-underline-l fw-normal py300-l mt450 mt0-l fw-normal c--text-inverse c--text-dark-l hover-bg--neutral-100-l px450 f300 f400-m f400-xm f300-l " href="https://sproutsocial.com/free-tools/" > <span class="wsnw">Free Social Media Tools</span> </a> </div> </div> </div> </li> <li class="mt0 w-100p w-auto-ns"> <a class="c--text-inverse c--text-l db fw-bold mr400-l pa400 wsnw" href="/insights/all-topics/"> <span class="f300 f400-m f400-xm f300-l ">All Topics</span> </a> </li> </ul> <div class="dn db-l mt0"> <button class="button-reset flex items-center pa0 ma0 py300" aria-controls="header-nav-search" aria-label="Open simple search form" > <svg class="mr200" height="16" role="img" viewBox="0 0 512 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z"></path> </svg> Search </button> <div id="header-nav-search" aria-labelledby="header-nav-search-label" class="dn" role="region" > <div class="pointer-events-none absolute-l b--neutral-200-l bt-l c--text-dark left0 pb400-l overflow-hidden-l top-100p w-100p z8"> <div class="bg--neutral-0 shadow200-l"> <div class="pointer-events-all mw900 mx-auto py650-l relative"> <button class="button-reset absolute mt300 right0 top0 js-sprout-nav-close" aria-label="Close simple search form" > <svg class="c--text-dark" height="18" role="img" viewBox="0 0 320 512" width="18" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M207.6 256l107.72-107.72c6.23-6.23 6.23-16.34 0-22.58l-25.03-25.03c-6.23-6.23-16.34-6.23-22.58 0L160 208.4 52.28 100.68c-6.23-6.23-16.34-6.23-22.58 0L4.68 125.7c-6.23 6.23-6.23 16.34 0 22.58L112.4 256 4.68 363.72c-6.23 6.23-6.23 16.34 0 22.58l25.03 25.03c6.23 6.23 16.34 6.23 22.58 0L160 303.6l107.72 107.72c6.23 6.23 16.34 6.23 22.58 0l25.03-25.03c6.23-6.23 6.23-16.34 0-22.58L207.6 256z"></path> </svg> </button> <div class="c--text-inverse c--text-l f300 mw700 mx-auto"> <p id="header-nav-search-label" class="fw-extrabold f600 mb300">Search the Blog</p> <div class="mt0 relative"> <form id="header-nav-search-form-desktop" action="https://sproutsocial.com/insights" novalidate="novalidate" class="flex"> <input name="s" type="text" class="pl500 js-search-field" placeholder="What are you searching for?" /> <button class="button-reset br500 bg--primary hover-bg--primary-hover interaction--hover c--neutral-0 db fw-bold ml400 mx350 px600 py300 tc"> Search </button> </form> <div class="pointer-events-none absolute flex h-100p items-center left0 px350 top0"> <svg class="c--text-dark" height="16" role="img" viewBox="0 0 512 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z"></path> </svg> </div> </div> </div> </div> </div> </div> </div> </div> <div class="relative-l my-auto w-100p w-auto-l dn-l "> <button id="header-nav-login-mobile" class="button-reset c--text-inverse c--text-l fw-bold inline-flex items-center justify-between mr400-l pa400 pa0-l w-100p w-auto-l" title="Open Login Menu" aria-controls="header-nav-login-mobile-modal" aria-expanded="false" aria-label="Open Login Menu" > <span class="f300 f400-m f400-xm f300-l ">Login</span> <span aria-hidden="true" class="rotate-caret ml300" > <svg class="h400 h350-l" height="14" role="img" viewBox="0 0 448 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path> </svg> </span> </button> <div id="header-nav-login-mobile-modal" class="dn" > <div class="login-modal pointer-events-all absolute-l bg--neutral-0-l mt400-l pl600 pl0-l pb450 pb0-l right0-l w-100p w425-l"> <a aria-label="Sprout Social Login" class="c--text-inverse c--text-l flex fw-bold-l hover-bg--neutral-200-l hover-no-underline items-center justify-between py350 pa400-l w-100p" href="https://app.sproutsocial.com/dashboard/" rel="noopener noreferrer" target="_blank" title="Sprout Social Login" > <div class="flex items-center"> <svg xmlns="http://www.w3.org/2000/svg" width="16" height="18" viewBox="0 0 16 18" fill="none"> <path fill-rule="evenodd" clip-rule="evenodd" d="M9.5 14.5H5L1.70711 17.7929C1.5745 17.9255 1.39464 18 1.20711 18C0.816583 18 0.5 17.6834 0.5 17.2929V6C0.5 2.68629 3.18629 0 6.5 0H15.5V8.5C15.5 11.8137 12.8137 14.5 9.5 14.5ZM12.9393 1.5H7.75V6.68934L12.9393 1.5ZM14 2.56065L8.81066 7.75H14V2.56065ZM13.9378 9.25C13.5807 11.3783 11.7297 13 9.5 13H4.37868L2 15.3787V14.5607L7.31066 9.25H13.9378ZM2 12.4393L6.25 8.18933V1.50683C3.881 1.63655 2 3.59861 2 6V12.4393Z" fill="#364141"/> </svg> <span class="f300 f400-m f400-xm f300-l ml300">Sprout Social<span class="screenreader"> Login</span></span> </div> <svg class="dn dib-l" height="16" role="img" viewBox="0 0 256 512" width="16" xmlns="http://www.w3.org/2000/svg" title="Sprout Social Login" aria-labelledby="fa_angle_right_739042798" > <title id="fa_angle_right_739042798">Sprout Social Login</title> <path fill="currentColor" d="M224.3 273l-136 136c-9.4 9.4-24.6 9.4-33.9 0l-22.6-22.6c-9.4-9.4-9.4-24.6 0-33.9l96.4-96.4-96.4-96.4c-9.4-9.4-9.4-24.6 0-33.9L54.3 103c9.4-9.4 24.6-9.4 33.9 0l136 136c9.5 9.4 9.5 24.6.1 34z"></path> </svg> </a> <a aria-label="Employee Advocacy Login" class="c--text-inverse c--text-l flex fw-bold-l hover-bg--neutral-200-l hover-no-underline items-center justify-between py350 pa400-l w-100p" href="https://advocacy.sproutsocial.com/login" rel="noopener noreferrer" target="_blank" title="Employee Advocacy Login" > <div class="flex items-center"> <svg xmlns="http://www.w3.org/2000/svg" width="15" height="18" viewBox="0 0 15 18" fill="none"> <path fill-rule="evenodd" clip-rule="evenodd" d="M15 2.625C15 4.07475 13.8247 5.25 12.375 5.25C10.9253 5.25 9.75 4.07475 9.75 2.625C9.75 1.17525 10.9253 0 12.375 0C13.8247 0 15 1.17525 15 2.625ZM13.5 2.625C13.5 3.24632 12.9963 3.75 12.375 3.75C11.7537 3.75 11.25 3.24632 11.25 2.625C11.25 2.00368 11.7537 1.5 12.375 1.5C12.9963 1.5 13.5 2.00368 13.5 2.625Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M8.5 5.7998C8.5 7.04245 7.49264 8.0498 6.25 8.0498C5.00736 8.0498 4 7.04245 4 5.7998C4 4.55716 5.00736 3.5498 6.25 3.5498C7.49264 3.5498 8.5 4.55716 8.5 5.7998ZM7 5.7998C7 6.21402 6.66421 6.5498 6.25 6.5498C5.83579 6.5498 5.5 6.21402 5.5 5.7998C5.5 5.38559 5.83579 5.0498 6.25 5.0498C6.66421 5.0498 7 5.38559 7 5.7998Z" fill="#364141"/> <path d="M1.5 10.5C2.32843 10.5 3 9.82843 3 9C3 8.17157 2.32843 7.5 1.5 7.5C0.671573 7.5 0 8.17157 0 9C0 9.82843 0.671573 10.5 1.5 10.5Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M6.25 14.5C7.49264 14.5 8.5 13.4926 8.5 12.25C8.5 11.0074 7.49264 10 6.25 10C5.00736 10 4 11.0074 4 12.25C4 13.4926 5.00736 14.5 6.25 14.5ZM6.25 13C6.66421 13 7 12.6642 7 12.25C7 11.8358 6.66421 11.5 6.25 11.5C5.83579 11.5 5.5 11.8358 5.5 12.25C5.5 12.6642 5.83579 13 6.25 13Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M12.375 11.6299C13.8247 11.6299 15 10.4546 15 9.00488C15 7.55514 13.8247 6.37988 12.375 6.37988C10.9253 6.37988 9.75 7.55514 9.75 9.00488C9.75 10.4546 10.9253 11.6299 12.375 11.6299ZM12.375 10.1299C12.9963 10.1299 13.5 9.6262 13.5 9.00488C13.5 8.38356 12.9963 7.87988 12.375 7.87988C11.7537 7.87988 11.25 8.38356 11.25 9.00488C11.25 9.6262 11.7537 10.1299 12.375 10.1299Z" fill="#364141"/> <path fill-rule="evenodd" clip-rule="evenodd" d="M15 15.375C15 16.8247 13.8247 18 12.375 18C10.9253 18 9.75 16.8247 9.75 15.375C9.75 13.9253 10.9253 12.75 12.375 12.75C13.8247 12.75 15 13.9253 15 15.375ZM13.5 15.375C13.5 15.9963 12.9963 16.5 12.375 16.5C11.7537 16.5 11.25 15.9963 11.25 15.375C11.25 14.7537 11.7537 14.25 12.375 14.25C12.9963 14.25 13.5 14.7537 13.5 15.375Z" fill="#364141"/> </svg> <span class="f300 f400-m f400-xm f300-l ml300">Employee Advocacy<span class="screenreader"> Login</span></span> </div> <svg class="dn dib-l" height="16" role="img" viewBox="0 0 256 512" width="16" xmlns="http://www.w3.org/2000/svg" title="Employee Advocacy Login" aria-labelledby="fa_angle_right_1651341304" > <title 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<path fill="currentColor" d="M505 442.7L405.3 343c-4.5-4.5-10.6-7-17-7H372c27.6-35.3 44-79.7 44-128C416 93.1 322.9 0 208 0S0 93.1 0 208s93.1 208 208 208c48.3 0 92.7-16.4 128-44v16.3c0 6.4 2.5 12.5 7 17l99.7 99.7c9.4 9.4 24.6 9.4 33.9 0l28.3-28.3c9.4-9.4 9.4-24.6.1-34zM208 336c-70.7 0-128-57.2-128-128 0-70.7 57.2-128 128-128 70.7 0 128 57.2 128 128 0 70.7-57.2 128-128 128z"></path> </svg> <form id="header-nav-search-form-mobile" action="https://sproutsocial.com/insights" class="px200 w-100p" > <input name="s" type="text" class="b--none js-search-field" placeholder="Search Sprout Blog" /> </form> <button class="button-reset bg--blue-1000 c--text-inverse f400 fw-bold px500 py400 js-filter-open" data-a11y-dialog-show="nav-filter" > Filter </button> </div> <main id="content" class="Main Main--hasSticky site-main"> <article class="Post"> <header><div class="bg--neutral-100 py675 mb500-l"><div class="mw900 mx-auto w-100p"><div class="flex flex-row-l flex-column items-center-l justify-between-l"><div class="mw-75p-m mw-75p-xm mx-auto-m mx-auto-xm py600 w-100p dn-l db px450 px0-m px0-xm"><div><img alt="" class="w-100p" src="https://media.sproutsocial.com/uploads/2022/06/Successful-crisis-comms-examples.svg" width="" height="" loading="eager" /></div></div><div class="mw-41p-l mw-75p-m mw-75p-xm mx-auto-m mx-auto-xm w-100p px350-l px450 px0-m px0-xm"><p class="f300 fw-bold pb400">Crisis Communications</p><h1 class="fw-extrabold f700-m f700-xm f800-l " class="fw-extrabold f700-m f700-xm f800-l " style="" > Crisis communications: What it is and examples brands can learn from </h1><div><p class="mx0"><p>Want to protect your brand reputation during a crisis? This article dives into successful real-life examples of crisis communication with key takeaways to fortify your communication strategy.</p></p></div><div class="flex items-center"><svg class=" db-ns ml300 mr300 mt0" height="16" role="img" viewBox="0 0 512 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M256,8C119,8,8,119,8,256S119,504,256,504,504,393,504,256,393,8,256,8Zm92.49,313h0l-20,25a16,16,0,0,1-22.49,2.5h0l-67-49.72a40,40,0,0,1-15-31.23V112a16,16,0,0,1,16-16h32a16,16,0,0,1,16,16V256l58,42.5A16,16,0,0,1,348.49,321Z"></path></svg><p class="fw-bold"><span class="screenreader">Reading time </span>12 minutes </p><svg class="db-ns ml500 mr300 mt0" height="14" role="img" viewBox="0 0 448 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M0 464c0 26.5 21.5 48 48 48h352c26.5 0 48-21.5 48-48V192H0v272zm320-196c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 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A crisis communication plan is key to effectively respond to negative publicity and minimize brand damage.</li> <li class="f300 mt350">Brands such as Slack, Aldi, Carrefour, KFC and Tide have navigated crises brilliantly. These champions are exceptional examples of building effective communication strategies.</li> <li class="f300 mt350">Brands can transform potential disasters into opportunities to strengthen their communication and connect with audiences in meaningful ways.</li> </ul> </div> </div> <p>Imagine waking up on a Monday morning to discover a social media firestorm about your brand. A single tweet has gone viral, and customers are furious. How will you respond?</p> <p>In today's digital age, social media is often the ground zero for brand crises. A well-crafted <a href="https://sproutsocial.com/insights/social-media-crisis-plan/">crisis communication</a> plan, especially for social media, is essential for weathering any storm. It’s like an insurance policy—you hope you never need it, but you're grateful to have it when disaster strikes.</p> <p>Today’s marketing teams are juggling multiple channels, executing integrated plans and navigating a world of constant change. Yet, many brands aren't prepared for a crisis.</p> <p>In a <a href="https://www.edelman.com/expertise/crisis-reputation-risk/2024-connected-crisis" target="_blank" rel="noopener">survey conducted by Edelman</a>, one in four executives say their organization is unprepared to face any sort of crisis. That number climbs to one in three regarding social and geopolitical issues.</p> <p>Your brand’s best bet is to avoid any future problems by creating and testing a comprehensive <a href="https://sproutsocial.com/insights/crisis-management/">crisis management plan</a> that includes robust guidance around communication.</p> <h2>What is crisis communications?</h2> <p>Crisis communications is a method of sharing information intended to improve public brand perception in the face of a scandal or other negative event.</p> <p>Crisis communications is a critical component of an effective <a href="https://sproutsocial.com/insights/guides/social-media-crisis-management/">crisis management strategy</a>. It typically involves multiple internal teams (corporate communications, public relations, social media and legal) collaborating across various channels, including the business’ social, web and email properties.</p> <h2>The importance of strong crisis communication</h2> <p>Almost every established business will face a crisis at some point. The ability to recover from a crisis often hinges on the strength and clarity of a brand's communication with stakeholders. In fact, <a href="https://adage.com/article/marketing-news-strategy/cancel-culture-does-not-worry-most-brands/2392316" target="_blank" rel="noopener">41% of consumers say they would return to a brand</a> that apologizes and admits its own wrongdoing.</p> <p>Effective crisis communication can be the difference between a temporary setback and a lasting brand tarnish. If (and, more likely, when) a breach of customer trust occurs, it's critical to <a href="https://sproutsocial.com/insights/crisis-management-tools-in-sprout/">address it appropriately</a>. Brands that implement a quality crisis communication plan can avoid long-term impacts to stock prices (for public companies), declines in sales and negative impact on both employee and customer attrition.</p> <h2>The role of social media in crisis communication</h2> <p>Social media plays a dual role in crisis communication, both a potential catalyst for crises and a critical avenue for managing them.</p> <p>A single negative comment or insensitive post can quickly spiral into a full-blown PR disaster as it's shared and amplified across networks. Social media negativity can boom within hours, growing from a few comments to thousands seemingly in the blink of an eye. News outlets often pick up on trending social media events, further increasing the reach of the situation to new audiences and markets.</p> <p>On the flip side, social platforms are a brand’s first line of defense when responding to a crisis. Notes app apologies have become a PR mainstay. Monitoring your brand mentions with social media listening tools and responding quickly and transparently can help you manage and turn around negative sentiment just as quickly as it started. The same factors that make social media a powerhouse for creating a crisis can work in your favor for containing it.</p> <p>Using your brand accounts to keep followers updated on the situation is important for transparency. If the situation calls for an apology and repair, your social media accounts are critical to reaching your audience.</p> <p>To stay ahead of the curve, consider using social media management and listening tools, like Sprout Social. Here are some of the specific ways Sprout can help.</p> <ul> <li><strong>Build Listening topics to stay dialed in on important conversations</strong>: AI-driven social listening capabilities can enhance your crisis management plan by keeping you informed about conversations happening around your brand. You can design specific listening queries around conversations you want to track. And with Listening, you can understand audience sentiment around specific topics for a better picture of what’s driving negative conversations.</li> <li><strong>Use Listening Spike Alerts to track surges in conversation about your brand: </strong>These alerts give a heads up when messages or comments are suddenly increasing, sometimes a sign that a crisis is growing. Customize individual Spike Alerts by adjusting sensitivity levels and the specific metrics you want to monitor.</li> <li><strong>Get Listening insights faster with Analyze by AI Assist: </strong>Sprout Social can also assist in navigating a crisis by analyzing your listening queries and alerts and extracting key insights in real time. Analyze by AI Assist shows you significant metrics, hashtags, keywords, Smart Categories and emojis. These in-the-moment insights will keep you ahead of the curve and will support your ability to execute a crisis management plan.</li> </ul> <h2>What is a crisis management plan?</h2> <p>A crisis management plan is an actionable communication strategy meant to protect a brand’s reputation during a negative event. It includes processes to identify a crisis and the communication procedures for responding.</p> <p>A good plan explains different types of crises and how to handle each. Regularly review and update your plan to reflect changes in your brand, industry and social media landscape.</p> <h2>How to write a crisis communications plan (with a template)</h2> <p>Developing a crisis communications plan requires in-depth brainstorming and collaborating; make sure to set aside the necessary time for the process. Your upfront dedication will pay off when you need it most.</p> <p>To help you get started, we’ve put together a step-by-step guide to crafting a great crisis communication strategy. You can even download our comprehensive crisis communication template to safeguard your brand's future.</p> <p><strong>CTA BUTTON: Get the template</strong></p> <h3>Form a crisis management team</h3> <p>A crisis requires all hands on deck, and developing your communications plan is no different. Collaboration outside the marketing and social media teams is critical. First, assign key roles like a team leader who'll oversee the development of the plan and a coordinator who'll project manage and liaise with stakeholders in other departments.</p> <p>Next, bring in experts from other areas of your organization:</p> <ul> <li><strong>Legal: </strong>From understanding regulations to managing liability in your response strategy, you’ll work closely with your organization’s legal team during a crisis.</li> <li><strong>Social media: </strong>Be sure to include someone with specific social media expertise. This might be someone in the marketing department or from your social media content team.</li> <li><strong>IT/cybersecurity:</strong> This team can help you understand some of the digital risks that lead to a crisis and will be in charge of investigating any cybersecurity events that occur.</li> <li><strong>Human resources:</strong> HR leaders can offer valuable insight about how a crisis could affect employees and can assist in developing communications for your internal audiences.</li> <li><strong>Operations: </strong>A crisis can impact the day-to-day functions of your organization, and the operations team can help you develop a plan for any adjustments that will be needed.</li> </ul> <h3>Define crisis management team roles and duties</h3> <p>With your team members in place, it’s time to lay out roles and duties. In addition to the team leader and coordinator positions, you can divide up responsibilities in research, stakeholder interviews and the creation of the final deliverable.</p> <p>Your crisis communications approach will also need clearly defined point persons for tasks during an actual event. Spokespersons and content approvers should be decided beforehand to ensure you can implement your plan fast when needed.</p> <h3>Conduct a SWOT analysis</h3> <p>Conducting a SWOT analysis is a chance to get a holistic picture of your brand’s current situation to better understand both what you’re doing well and how to improve.</p> <p>Example: your brand may have a strong customer service program on social media (strength), but lack the ability to respond to internal complaints and issues (weakness).</p> <p>Competitors recently poaching your customers could be a threat, while bringing in an outside agency to media train your executive team is an opportunity.</p> <h3>Set up communication procedures and guidelines</h3> <p>Now it’s time to get into the meat of your crisis approach: The actual procedures you’ll follow when something happens. As you develop these guidelines, consider who needs to be involved, timelines and how you’ll adapt if needed. Things to include:</p> <ul> <li>How soon you’ll respond and what specific channels</li> <li>How to handle pre-scheduled content on social (for instance, will you pause publishing?)</li> <li>How you’ll communicate internally</li> <li>Distribution of press releases and media relations</li> <li>How to notify customers via email, particularly if a crisis will impact your ability to fulfill products or services</li> <li>Designated social media responders trained on your crisis plan</li> <li>When the chosen spokesperson will be deployed and on what channels</li> <li>Preferred frequency of social media posting during a crisis</li> <li>Pre-approved crisis messages for social channels</li> <li>Comment moderation and response protocols (like a clear escalation process for negative comments)</li> <li>A social media monitoring strategy</li> <li>A timeline for when regular content (advertising, social, email, etc.) can resume</li> </ul> <h3>Brainstorm crisis examples</h3> <p>Crisis communications isn’t one-size fits all, and your approach may differ by channel. And it will certainly differ depending on the type of crisis you experience.</p> <p>For example, you may experience a crisis spurred from a negative post on Facebook that doesn’t really reach your TikTok audience, so your strategy may specifically target your Facebook audience. However, if you’re dealing with a crisis related to a sensitive global issue, you may take a broad approach to messaging but customize response protocols by channel.</p> <p>Spend time brainstorming crises your brand may face. Looking to past events both your brand and competitors have experienced is a good starting point.</p> <p>Don’t be afraid to think worst-case scenario; better to be prepared than caught unaware. Spend time considering events that may happen on social media or be amplified on these channels. Examples could include a negative influencer review on Instagram about one of your products; a product safety scare sparked by a customer’s post on Facebook; or a customer live-tweeting a poor service experience at one of your brick and mortar locations.</p> <h3>Draft responses</h3> <p>Once you have potential crises sketched out, develop responses you can easily apply for each scenario. These should be adaptable for different channels but help you keep the same tone of voice and messaging across the board.</p> <p>Draft responses you can keep in a response bank and then apply to press releases, social posts, comment responses and more. Consistency is key, but remember to stay adaptable in the moment.</p> <h3>Train team members</h3> <p>With your carefully developed plan in hand, it’s time to train necessary team members in your approach. Ensure everyone is well-versed in what the plan includes, and run mock scenarios to get practice in responding and deploying the procedures.</p> <p>This is also a good time to make sure team members are knowledgeable about the crisis management tools at their disposal. Cover the chain of command, who has what type of access to these tools and how to notify the appropriate team if an employee is contacted by the media or a customer about the crisis.</p> <p>If needed, consider bringing in outside experts to provide media training for your team. This can help your spokesperson(s) learn to effectively communicate with the media during a crisis and keep a level head during interviews or press conferences.</p> <h2>Crisis communication examples</h2> <p>The last several years have seen brands grappling with a <a href="https://sproutsocial.com/insights/battling-social-media-burnout/">number of external crises</a> outside of their control (the COVID-19 pandemic, social unrest, geopolitical tensions, etc.). Yet, many brands have also dealt with the effects of missteps within their own companies—which, in many cases, can be even worse.</p> <p>We’ve all seen the headlines about brand scandals and businesses’ attempts to reclaim their reputations. In some cases, these stories even tell tales of ill-conceived crisis communication strategies that failed to improve the situation or even exacerbated it.</p> <p>While there are certainly lessons to learn from these public relations debacles, there's perhaps even more to take away from successful responses. Below, we’re sharing some relevant crisis communication examples from the last five years and offering key takeaways for brands.</p> <h3>Slack’s response to an outage (2022)</h3> <p>In February 2022, a widespread outage occurred at Slack, an online messaging application, during which many users were unable to access the platform. The problem was eventually traced back to a configuration change, which caused a sudden increase in activity on the company’s database infrastructure.</p> <p>On its status page, Slack posted regular updates throughout the five-hour event to keep users informed about their progress toward a solution and even calling out missteps they made in the process.</p> <p>These messages, posted about twice an hour, transparently detailed the company’s efforts to restore full access to all users. They also used X (formerly known as Twitter) to communicate with users in a tone that was authentic yet apologetic (see below).</p> <h4>Key takeaways for your crisis strategy:<strong> </strong></h4> <ul> <li>Be as honest, transparent and accessible as possible. If your organization made a mistake, own it and be available for questions and feedback.</li> <li>Communicate effectively on the platforms your audience is most likely to see your message. Include social media alongside a mix of other channels like email or even a more traditional media outlet; ensure that the message gets to as many customers as quickly as possible.</li> <li>Audiences appreciate vulnerability. Show your audience there are real people behind your brand who are willing to be honest and empathize with customers.</li> </ul> <p><img class="db mx-auto" src="https://media.sproutsocial.com/uploads/2023/03/Screenshot-2023-03-27-at-2.35.58-PM.png" alt="Slack on Twitter" width="607" height="307" /></p> <h3>Aldi’s hairy caterpillar predicament (2021)</h3> <p>Aldi, a German grocery store chain, committed a faux pas when they allegedly infringed on a trademark owned by rival grocery store Marks & Spencer (M&S)—related to its Colin the Caterpillar Cake. It turns out Aldi had launched a suspiciously similar product, named Cuthbert, in the previous months.</p> <p>Aldi launched a cadre of posts using the new hashtag #FreeCuthbert, which trended at number one on X within hours.</p> <p>Fans of the brand (and of the snack) rallied around Aldi, resharing its messages and voicing their support. Views of user-generated videos topped out at over 30 million. In the end, M&S and Aldi settled the conflict and Cuthbert remained on the shelves.</p> <h4>Key takeaways for your crisis strategy:<strong> </strong></h4> <ul> <li>In the right circumstance, humor can be useful. If a crisis isn’t “life or death,” adding some levity to your responses can resonate with audiences. However, if your brand voice is typically more buttoned-up and hasn’t employed humor before, a crisis isn’t the time to experiment.</li> <li>Amplify support from your brand loyalists by re-sharing their positive content about the crisis or deploy a related hashtag social media audiences can use.</li> </ul> <p><img class="db mx-auto" src="https://media.sproutsocial.com/uploads/2023/03/Screenshot-2023-03-27-at-2.37.04-PM.png" alt="Aldi Twitter Screenshot" width="602" height="539" /></p> <h3>Carrefour Group responds to tragedy (2020)</h3> <p>In late 2020, a 40-year-old Black man, João Alberto Silveira Freitas, was killed by a group of white security guards outside one of Carrefour’s Brazilian supermarket locations. Bystanders on the scene took videos of the brutal attack and posted them to social media, sparking outrage among Brazilians and other concerned citizens across the globe.</p> <p>In the aftermath of the event, the local unit of <a href="https://www.reuters.com/article/uk-brazil-supermarket-death-idUKKBN280261/" target="_blank" rel="noopener">Carrefour made a statement</a> saying they were terminating their contract with the security firm as well as taking immediate legal action against them.</p> <p>In addition, they also promised to review how employees and contractors were trained on security, diversity and tolerance, and also to close the store out of respect for the victim and his family.</p> <p>The chairman and CEO of the company went further, saying in a Tweet, “My values, and the values of Carrefour do not allow for racism and violence.”</p> <h4>Key takeaways for your crisis strategy:<strong> </strong></h4> <ul> <li>Take immediate, impactful action where possible. Ensure leadership visibility while doing so and <a href="https://sproutsocial.com/insights/how-to-navigate-global-crisis-on-social-media/">reflect your values in all crisis communications</a>.</li> <li>Look for ways your brand can make a positive impact, even if a crisis isn't of your own making. Use your spokesperson to reiterate brand values, and layout plans for rectifying the situation or supporting change in the future.</li> </ul> <h3>KFC’s UK chicken shortage (2018)</h3> <p>Isn’t it ironic that a fast food restaurant known almost exclusively for its fried chicken ran out of its namesake product? That’s exactly what happened in 2018 when the United Kingdom arm of KFC experienced supply chain issues that resulted in a shortage of many of its key ingredients and the closure of 900 locations.</p> <p>In response, the company leaned on its irreverent brand voice to poke fun at its own misstep. KFC launched a print campaign in which their buckets were labeled “FCK” instead of “KFC” and took to X to engage with fans who were upset about temporarily missing out on their favorite meal.</p> <p>With ad headlines like “The chicken crossed the road, just not to our restaurants,” KFC helped customers find the humor in the situation and effectively turned the tide of public sentiment.</p> <p>KFC’s brand impression score, which dropped to -12 during the crisis, has now bounced back to a -1 (one point better than before the event).</p> <h4>Key takeaways for your crisis strategy:<strong> </strong></h4> <ul> <li>Don’t lose sight of your <a href="https://sproutsocial.com/insights/escalation-management/">brand voice during crises</a>. Look for opportunities to delight your audience, even when actively managing a crisis, and empathize with how the situation impacts them.</li> <li>Make sure your crisis strategy includes all channels, from social to print. Know how you'll respond on various networks in advance, and incorporate timelines for things like print ads into your plan if needed.</li> </ul> <p><img class="db mx-auto" src="https://media.sproutsocial.com/uploads/2023/03/Screenshot-2023-03-27-at-3.26.46-PM.png" alt="KFC Got Chicken Tweet" width="603" height="728" /></p> <h3>Tide navigates the Tide Pod challenge (2018)</h3> <p>It’s hard to imagine anyone would find a Tide laundry detergent pod appetizing, but when the Tide Pod challenge kicked off on YouTube, teenagers were being sent to the hospital left and right. In 2017, more than 200 adolescents ingested a pod, and about a quarter of those cases were not accidental.</p> <p>In response, Tide launched a campaign in early 2018, in partnership with football star Rob Gronkowski designed to deter this dangerous behavior. By leaning on the cache of a well-known and admired athlete, the company hoped to shift the narrative to make the Tide Pod challenge seem silly and uncool.</p> <h4>Key takeaways for your crisis strategy:<strong> </strong></h4> <ul> <li>When it makes sense, partner with influencers and celebrities. The right partner can both reinforce your message and amplify your response.</li> <li>Consider multimedia responses in your strategy. Static images and video are memorable, favored by social media algorithms and can often get your message across more efficiently than plain text.</li> </ul> <p><img class="db mx-auto" src="https://media.sproutsocial.com/uploads/2023/03/Screenshot-2023-03-27-at-3.28.04-PM.png" alt="Tide pods tweet - gronk" width="603" height="603" /></p> <h2>Plan now to keep your cool later with a crisis communications strategy</h2> <p>While you hope to never need a crisis plan, your future self will thank you for having a solid approach in place. If your company doesn't have a crisis communication plan in place, you could be caught flat-footed the next time a brand scandal pops up.</p> <p>Using the template and examples above, you have the proper tools to develop your own sensible approach. If you need a social media management platform that can support your crisis preparedness and mitigation efforts, <a href="https://sproutsocial.com/trial/">try out Sprout Social free</a> for 30 days.</p> <h2 class="mt400 mb400">Crisis Communications FAQ</h2> <details class="Details ba bw500 br500 b--neutral-200 pa450 mb400 w-100p"> <summary class="Summary button-reset pa0 w-100p tl"> <div class="flex"> <span class="fw-bold f500 w-90p c--neutral-1000 no-underline"> Why is it important to have a crisis communication plan? </span> <svg class="self-center c--neutral-1000 dib v-mid ml500" height="20px" role="img" viewBox="0 0 448 512" width="26px" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path> </svg> </div> </summary> <div class="mt450 f400 w-91p"> <p>A crisis communication plan can save time and mitigate damage to your brand’s reputation in the event of a crisis. Responding successfully to a crisis can help your organization avoid serious fallout from a negative event, including impacts on revenue, employee satisfaction, customer loyalty and public perception.</p> </div> </details> <details class="Details ba bw500 br500 b--neutral-200 pa450 mb400 w-100p"> <summary class="Summary button-reset pa0 w-100p tl"> <div class="flex"> <span class="fw-bold f500 w-90p c--neutral-1000 no-underline"> What role does social media play in your crisis response? </span> <svg class="self-center c--neutral-1000 dib v-mid ml500" height="20px" role="img" viewBox="0 0 448 512" width="26px" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path> </svg> </div> </summary> <div class="mt450 f400 w-91p"> <p>Social media channels have several roles in crisis communication. These networks can be both the impetus for a crisis and the main response and crisis management tool. A crisis can be born on social media from comments, consumers posting about negative experiences with a brand or a company posting insensitive, poorly timed or offensive content.</p> <p>Social media is also an important avenue for crisis response and brand transparency.</p> </div> </details> <details class="Details ba bw500 br500 b--neutral-200 pa450 mb400 w-100p"> <summary class="Summary button-reset pa0 w-100p tl"> <div class="flex"> <span class="fw-bold f500 w-90p c--neutral-1000 no-underline"> How do I handle crisis communication? </span> <svg class="self-center c--neutral-1000 dib v-mid ml500" height="20px" role="img" viewBox="0 0 448 512" width="26px" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path> </svg> </div> </summary> <div class="mt450 f400 w-91p"> <p>When approaching crisis communications, begin by developing a comprehensive plan that addresses multiple potential scenarios. This plan should cover:</p> <ul> <li>Crisis team members and roles</li> <li>An analysis of strengths, weaknesses, opportunities and threats</li> <li>Response procedures and guidelines</li> <li>Actual response content</li> <li>How to evaluate a crisis response once it’s over</li> </ul> <p>Remain flexible when responding to a crisis, and keep transparency and honesty at the forefront.</p> </div> </details> <details class="Details ba bw500 br500 b--neutral-200 pa450 mb400 w-100p"> <summary class="Summary button-reset pa0 w-100p tl"> <div class="flex"> <span class="fw-bold f500 w-90p c--neutral-1000 no-underline"> What are the 5 Cs of crisis communication? </span> <svg class="self-center c--neutral-1000 dib v-mid ml500" height="20px" role="img" viewBox="0 0 448 512" width="26px" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path> </svg> </div> </summary> <div class="mt450 f400 w-91p"> <p>The five C’s of crisis communication include:</p> <ul> <li>Consistency–keep your message and voice consistent across channels.</li> <li>Clarity–communicate clearly, honestly and at your audience’s level.</li> <li>Care–empathize with how a crisis affects your audience and show that you care.</li> <li>Credibility–be honest and never lie about a crisis.</li> <li>Commitment–follow through on what you say you’ll do.</li> </ul> </div> </details> </div> <footer class="pt500 dn-p"> <div class="mw900 mx-auto w-100p"> <div class="flex w-100p"> <div class="flex items-center pr300 pt200"> <svg class="" height="16" role="img" viewBox="0 0 512 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" > <path fill="currentColor" d="M0 252.118V48C0 21.49 21.49 0 48 0h204.118a48 48 0 0 1 33.941 14.059l211.882 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communications: What it is and examples brands can learn from </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>December 5, 2024 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>12 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-193500-616806355" class="w-100p relative" aria-labelledby="title-193500-616806355" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/crisis-management-tools/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://brandfolder.sproutsocial.com/VXTUTVL1/at/xxstnkngf8wm2qnt33gm5s6/Crisis-management-Final.png?auto=webp&format=png" height="440" width="780" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/customer-care-service/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Customer Care </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/social-strategy/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Social Media Strategy </a></li></ul><a href="https://sproutsocial.com/insights/crisis-management-tools/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-193500-616806355" class="f700 f600-m f600-xm f400-l fw-extrabold " > 7 Best crisis management tools: A guide for marketers </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>October 8, 2024 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>4 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-192032-1049388072" class="w-100p relative" aria-labelledby="title-192032-1049388072" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/webinars/navigating-social-media-management-in-an-election-year/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2024/08/Insights-Art_2024_Email-1560x880_-How-to-Navigate-Social-in-an-Election-Year.png" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/webinars/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Webinar </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li></ul><a href="https://sproutsocial.com/insights/webinars/navigating-social-media-management-in-an-election-year/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-192032-1049388072" class="f700 f600-m f600-xm f400-l fw-extrabold " > Navigating Social Media Management in an Election Year </p></a></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-184771-1509521921" class="w-100p relative" aria-labelledby="title-184771-1509521921" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/crisis-management/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2024/04/Crisis-management-Final.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/corporate-communications/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Corporate Communications </a></li></ul><a href="https://sproutsocial.com/insights/crisis-management/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-184771-1509521921" class="f700 f600-m f600-xm f400-l fw-extrabold " > The complete crisis management guide for marketing leaders </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>April 15, 2024 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>11 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-162319-1559253435" class="w-100p relative" aria-labelledby="title-162319-1559253435" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/templates/crisis-management-plan-template/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2022/07/sprout-social-a-digestible-template-to-document-your-crisis-management-plan.png" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/templates/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Template </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/marketing/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Marketing Disciplines </a></li></ul><a href="https://sproutsocial.com/insights/templates/crisis-management-plan-template/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-162319-1559253435" class="f700 f600-m f600-xm f400-l fw-extrabold " > 3-Step Template to Document your Crisis Management Plan </p></a></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-159162-1717154300" class="w-100p relative" aria-labelledby="title-159162-1717154300" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/webinars/leveraging-social-media-and-your-leadership-team/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2022/04/NRF-207600-Retail-Reimagined_April-5_LinkedIn_1200x628px_v1.png" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/webinars/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Webinar </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/industries/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> All Industries </a></li></ul><a href="https://sproutsocial.com/insights/webinars/leveraging-social-media-and-your-leadership-team/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-159162-1717154300" class="f700 f600-m f600-xm f400-l fw-extrabold " > Leveraging Social Media and Your Leadership Team During a Crisis [Webinar] </p></a></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-138499-1511299283" class="w-100p relative" aria-labelledby="title-138499-1511299283" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/social-media-crisis-plan/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/03/sm-crisis-management.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/social-listening/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Social Listening </a></li></ul><a href="https://sproutsocial.com/insights/social-media-crisis-plan/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-138499-1511299283" class="f700 f600-m f600-xm f400-l fw-extrabold " > How to create a social media crisis communication plan </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>April 14, 2022 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>10 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-148462-1963219292" class="w-100p relative" aria-labelledby="title-148462-1963219292" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/templates/social-media-brand-crisis-retrospective-worksheet/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2021/02/what-to-do-after-brand-crisis-checklist.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/templates/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Template </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li></ul><a href="https://sproutsocial.com/insights/templates/social-media-brand-crisis-retrospective-worksheet/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-148462-1963219292" class="f700 f600-m f600-xm f400-l fw-extrabold " > How To Handle A Social Media Crisis And The Aftermath [Retrospective Worksheet] </p></a></div></div></article> </div> </div> <div class="flex flex-wrap js-load-more-container" hidden> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-140926-1925216876" class="w-100p relative" aria-labelledby="title-140926-1925216876" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/social-spotlight-visa/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/04/social-spotlight-1.jpg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/customer-care-service/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Customer Care </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/finance-and-banking/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Finance & Banking </a></li></ul><a href="https://sproutsocial.com/insights/social-spotlight-visa/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-140926-1925216876" class="f700 f600-m f600-xm f400-l fw-extrabold " > Social Spotlight: Visa and how to pivot with empathy during a crisis </p></a><div class="f200 pt400"><span><span class="screenreader">Reading time </span>3 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-140169-2124703621" class="w-100p relative" aria-labelledby="title-140169-2124703621" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/guides/industry-specific-crisis-pivot-plan/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/05/screen_shot_2020-05-11_at_11.21.21_am.png" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/guides/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Guide </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li></ul><a href="https://sproutsocial.com/insights/guides/industry-specific-crisis-pivot-plan/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-140169-2124703621" class="f700 f600-m f600-xm f400-l fw-extrabold " > Social Media in a Global Crisis: Your Pivot Plan in Uncertain Times </p></a></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-138484-1145111650" class="w-100p relative" aria-labelledby="title-138484-1145111650" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/guides/social-media-crisis-management/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/03/Crisis-Management-Guide-Display-Ads.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="/insights/guides/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Guide </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/customer-care-service/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Customer Care </a></li></ul><a href="https://sproutsocial.com/insights/guides/social-media-crisis-management/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-138484-1145111650" class="f700 f600-m f600-xm f400-l fw-extrabold " > From Crisis to Connection: How to Build a Social Media Crisis Management Strategy </p></a></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-138319-1901572062" class="w-100p relative" aria-labelledby="title-138319-1901572062" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/how-to-navigate-global-crisis-on-social-media/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/03/Global-crisis-response.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/community-management/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Community Management </a></li><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/social-strategy/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Social Media Strategy </a></li></ul><a href="https://sproutsocial.com/insights/how-to-navigate-global-crisis-on-social-media/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-138319-1901572062" class="f700 f600-m f600-xm f400-l fw-extrabold " > What to do right now: How to navigate through a global crisis on social media </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>March 18, 2020 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>5 minutes </span></div></div></div></article> </div> <div class="mw-25p-l mw-50p-m mw-50p-xm px450 px350-l mt400"> <article id="postcard-138254-33938590" class="w-100p relative" aria-labelledby="title-138254-33938590" ><div class=""><div class="w-100p "><a class="db" href="https://sproutsocial.com/insights/crisis-management-tools-in-sprout/" aria-hidden="true" tabindex="-1" ><img class="ba b--neutral-200 db w-100p h-100p fit-cover aspect-ratio-video" alt="" src="https://media.sproutsocial.com/uploads/2020/03/sprout-crisis-management.svg" height="460" width="720" layout="responsive" loading="eager" /></a></div><div class="w-100p "><span class="screenreader">Categories</span><ul class="flex flex-wrap items-center list pl0 pt400"><li class="mt0 pb200 pr200"><a href="https://sproutsocial.com/insights/social-strategy/" class="br--x dib f300 fw-bold f200-ns px300 wsnw bg--aqua-200 c--text" rel="nofollow"> Social Media Strategy </a></li></ul><a href="https://sproutsocial.com/insights/crisis-management-tools-in-sprout/" class="c--text-dark db fw-bold mt0 w-100p mt400 " ><p id="title-138254-33938590" class="f700 f600-m f600-xm f400-l fw-extrabold " > Essential Sprout features to help your brand maintain connection in an uncertain time </p></a><div class="f200 pt400"><span><span class="screenreader">Published on </span>March 17, 2020 </span><span class="c--neutral-400 dib mx200 mt0" aria-hidden="true"> • </span><span><span class="screenreader">Reading time </span>8 minutes </span></div></div></div></article> </div> </div> </div> <div class="tc my650 mw900 mx-auto px450"> <button class="button mx-auto w400-l w-100p w-70p-m w-70p-xm js-hub-load-more">Load More</button> </div> </section> <script type="application/ld+json"> { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "Why is it important to have a crisis communication plan?", "acceptedAnswer": { "@type": "Answer", "text": "A crisis communication plan can save time and mitigate damage to your brand\u2019s reputation in the event of a crisis. Responding successfully to a crisis can help your organization avoid serious fallout from a negative event, including impacts on revenue, employee satisfaction, customer loyalty and public perception." } }, { "@type": "Question", "name": "What role does social media play in your crisis response?", "acceptedAnswer": { "@type": "Answer", "text": "Social media channels have several roles in crisis communication. These networks can be both the impetus for a crisis and the main response and crisis management tool. A crisis can be born on social media from comments, consumers posting about negative experiences with a brand or a company posting insensitive, poorly timed or offensive content.\r\n\r\nSocial media is also an important avenue for crisis response and brand transparency." } }, { "@type": "Question", "name": "How do I handle crisis communication?", "acceptedAnswer": { "@type": "Answer", "text": "When approaching crisis communications, begin by developing a comprehensive plan that addresses multiple potential scenarios. This plan should cover:\r\n<ul>\r\n \t<li>Crisis team members and roles<\/li>\r\n \t<li>An analysis of strengths, weaknesses, opportunities and threats<\/li>\r\n \t<li>Response procedures and guidelines<\/li>\r\n \t<li>Actual response content<\/li>\r\n \t<li>How to evaluate a crisis response once it\u2019s over<\/li>\r\n<\/ul>\r\nRemain flexible when responding to a crisis, and keep transparency and honesty at the forefront." } }, { "@type": "Question", "name": "What are the 5 Cs of crisis communication?", "acceptedAnswer": { "@type": "Answer", "text": "The five C\u2019s of crisis communication include:\r\n<ul>\r\n \t<li>Consistency\u2013keep your message and voice consistent across channels.<\/li>\r\n \t<li>Clarity\u2013communicate clearly, honestly and at your audience\u2019s level.<\/li>\r\n \t<li>Care\u2013empathize with how a crisis affects your audience and show that you care.<\/li>\r\n \t<li>Credibility\u2013be honest and never lie about a crisis.<\/li>\r\n \t<li>Commitment\u2013follow through on what you say you\u2019ll do.<\/li>\r\n<\/ul>" } } ] } </script> </article> </main> <section id="insights-footer-cta" class="section bg--blue-0 dn-p mt450 mt650-l"><div class="mw900 mx-auto w-100p"><div class="flex flex-column flex-row-ns justify-between mx-auto"><div class="w-100p px450 px350-l mw-50p-l"><div class="db dn-ns mw-41p w-100p mb650"><img class="db h-auto mb350" alt="Sprout Social" src="https://media.sproutsocial.com/uploads/sprout-social-logo.svg" height="36.65" width="184" layout="responsive" loading="lazy" /></div><svg class="Device js-device" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" enable-background="new 0 0 420.3 244.7" viewBox="0 0 420.3 244.7" ><path d="m377.4 0h-334.4c-6.2 0-11.2 5-11.2 11.2v219c0 6.2 5 11.2 11.2 11.2h334.4c6.2 0 11.2-5 11.2-11.2v-219c0-6.2-5.1-11.2-11.2-11.2z" class="Device--primary"/><path d="m419.2 232.1h-418.1c-.6 0-1.1.5-1.1 1.1v5.8s0 5.7 33.7 5.7h353c33.7 0 33.7-5.7 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aria-label="Instagram Management"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/instagram/" > Instagram Management </a></li><li class="mt0" aria-label="LinkedIn Management"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/linkedin/" > LinkedIn Management </a></li><li class="mt0" aria-label="Pinterest Management"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/pinterest/" > Pinterest Management </a></li><li class="mt0" aria-label="TikTok Management"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/tiktok/" > TikTok Management </a></li><li class="mt0" aria-label="YouTube Management"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/youtube/" > YouTube Management </a></li><li class="mt0" aria-label="Salesforce"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/salesforce/" > Salesforce </a></li><li class="mt0" aria-label="All Integrations"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/integrations/" > All Integrations </a></li></ul></nav></div></div><p class="f200 fw-semibold mt400-m mt400-xm dn db-ns" id="Integrations"> Integrations </p><ul class="list pl0-ns dn db-ns mt400 mt0-ns f200 fw-semibold" aria-labelledby="Integrations"><li class="mt200" aria-label="Facebook Management"><a href="/integrations/facebook/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Facebook Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="X Management"><a href="/integrations/twitter/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > X Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Instagram Management"><a href="/integrations/instagram/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Instagram Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="LinkedIn Management"><a href="/integrations/linkedin/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > LinkedIn Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Pinterest Management"><a href="/integrations/pinterest/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Pinterest Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="TikTok Management"><a href="/integrations/tiktok/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > TikTok Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="YouTube Management"><a href="/integrations/youtube/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > YouTube Management <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Salesforce"><a href="/salesforce/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Salesforce <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="All Integrations"><a href="/integrations/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > All Integrations <span style="font-size:9px;" class="v-top"></span></a></li></ul></div><div class="mw-50p-ns mw-33p-m mw-33p-xm mw-16p-l px400-ns w-100p mt0"><div class="mt0 dn-ns"><button class="f200 fw-bold py300 button-reset pa0 js-accordion-button hover-c--neutral-800 flex items-center w-100p" aria-labelledby="Company-m-footer-dropdown4" aria-expanded="false" aria-controls="Company-m-sublist4"><span id="Company-m-footer-dropdown4" class="flex justify-between items-center w-100p"><span class="db"> Company </span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l px200 fw-extrabold" height="14" role="img" viewBox="0 0 448 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path></svg></span></span></button><div id="Company-m-sublist4" role="region" hidden><nav class="Summary f200 fw-normal"><ul class="list ma0 pa0" aria-label="Company"><li class="mt0" aria-label="About Sprout"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/about/" > About Sprout </a></li><li class="mt0" aria-label="Pricing"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/pricing/" > Pricing </a></li><li class="mt0" aria-label="Contact Us"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/contact-us/" > Contact Us </a></li><li class="mt0" aria-label="Careers"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="/careers/" > Careers </a></li><li class="mt0" aria-label="Customers"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/customers/" > Customers </a></li><li class="mt0" aria-label="Investors"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="https://investors.sproutsocial.com" target="_blank" > Investors </a></li><li class="mt0" aria-label="Sustainability"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/sustainability/" > Sustainability </a></li><li class="mt0" aria-label="Security"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/security/" > Security </a></li><li class="mt0" aria-label="Trust Center"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/trust-center/" > Trust Center </a></li></ul></nav></div></div><p class="f200 fw-semibold mt400-m mt400-xm dn db-ns" id="Company"> Company </p><ul class="list pl0-ns dn db-ns mt400 mt0-ns f200 fw-semibold" aria-labelledby="Company"><li class="mt200" aria-label="About Sprout"><a href="/about/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > About Sprout <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Pricing"><a href="/pricing/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Pricing <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Contact Us"><a href="/contact-us/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Contact Us <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Careers"><a href="/careers/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Careers <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Customers"><a href="/customers/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Customers <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Investors"><a href="https://investors.sproutsocial.com" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" target="_blank" rel="noopener noreferrer" > Investors <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Sustainability"><a href="/sustainability/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Sustainability <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Security"><a href="/security/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Security <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Trust Center"><a href="/trust-center/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Trust Center <span style="font-size:9px;" class="v-top"></span></a></li></ul></div><div class="mw-50p-ns mw-33p-m mw-33p-xm mw-16p-l px400-ns w-100p mt0"><div class="mt0 dn-ns"><button class="f200 fw-bold py300 button-reset pa0 js-accordion-button hover-c--neutral-800 flex items-center w-100p" aria-labelledby="Resources-m-footer-dropdown5" aria-expanded="false" aria-controls="Resources-m-sublist5"><span id="Resources-m-footer-dropdown5" class="flex justify-between items-center w-100p"><span class="db"> Resources </span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l px200 fw-extrabold" height="14" role="img" viewBox="0 0 448 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M441.9 167.3l-19.8-19.8c-4.7-4.7-12.3-4.7-17 0L224 328.2 42.9 147.5c-4.7-4.7-12.3-4.7-17 0L6.1 167.3c-4.7 4.7-4.7 12.3 0 17l209.4 209.4c4.7 4.7 12.3 4.7 17 0l209.4-209.4c4.7-4.7 4.7-12.3 0-17z"></path></svg></span></span></button><div id="Resources-m-sublist5" role="region" hidden><nav class="Summary f200 fw-normal"><ul class="list ma0 pa0" aria-label="Resources"><li class="mt0" aria-label="The Sprout Social Index"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/index/" > The Sprout Social Index <span style="font-size:9px;" class="v-top">TM</span></a></li><li class="mt0" aria-label="Sprout Blog"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/" > Sprout Blog </a></li><li class="mt0" aria-label="Arboretum"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="https://community.sproutsocial.com/" > Arboretum </a></li><li class="mt0" aria-label="Resource Center"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="/insights/resources/" > Resource Center </a></li><li class="mt0" aria-label="Social Media Glossary"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="/glossary/" > Social Media Glossary </a></li><li class="mt0" aria-label="Find Influencers"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="/influencer-marketing/find-influencers/" > Find Influencers </a></li><li class="mt0" aria-label="Agency Partner Directory"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="/partner-directory" > Agency Partner Directory </a></li><li class="mt0" aria-label="Affiliate and Referrals"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/partnership-program/" > Affiliate and Referrals </a></li><li class="mt0" aria-label="Brand Assets"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 sl_norewrite f200" href="https://seeds.sproutsocial.com/brand-assets/" > Brand Assets </a></li><li class="f200 mt0 " aria-label="Free Social Media Tools"><button class="button-reset db w-100p pa0 js-accordion-button c--neutral-700 hover-c--neutral-800 py300 flex items-center" aria-labelledby="Resources-m-footer-dropdown10" aria-expanded="false" aria-controls="Resources-m-sublist10"><span id="Resources-m-footer-dropdown10" class="flex items-center"> Free Social Media Tools </span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path></svg></span></button><div id="Resources-m-sublist10" role="region" hidden><ul class="list ma0 pa0 tl" aria-labelledby="Resources-sublist10"><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/landscape/" > Landscape Image Resizer </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/templates/" > Free Social Media Templates </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/free-tools/" > All Free Social Media Tools </a></li></ul></div></li><li class="f200 mt0 " aria-label="Social Media Topics"><button class="button-reset db w-100p pa0 js-accordion-button c--neutral-700 hover-c--neutral-800 py300 flex items-center" aria-labelledby="Resources-m-footer-dropdown11" aria-expanded="false" aria-controls="Resources-m-sublist11"><span id="Resources-m-footer-dropdown11" class="flex items-center"> Social Media Topics </span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path></svg></span></button><div id="Resources-m-sublist11" role="region" hidden><ul class="list ma0 pa0 tl" aria-labelledby="Resources-sublist11"><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-scheduling-tools/" > Social Media Scheduling </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/crisis-communication-examples/" > Crisis Communications </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/reputation-management/" > Reputation Management </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-statistics/" > Social Media Statistics </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/competitive-analysis/" > Social Competitive Analysis </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/what-is-employee-advocacy/" > Employee Advocacy </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-reporting/" > Social Media Reporting </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-roi/" > Social Media ROI </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-management/" > Social Media Management </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-marketing-strategy/" > Social Media Marketing </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-listening/" > Social Media Listening </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/business-intelligence/" > Business Intelligence </a></li><li class="mt0"><a class="db c--link-subtle hover-c--link-subtle fw-normal py300 f200" href="/insights/social-media-analytics/" > Social Media Analytics </a></li></ul></div></li></ul></nav></div></div><p class="f200 fw-semibold mt400-m mt400-xm dn db-ns" id="Resources"> Resources </p><ul class="list pl0-ns dn db-ns mt400 mt0-ns f200 fw-semibold" aria-labelledby="Resources"><li class="mt200" aria-label="The Sprout Social Index"><a href="/insights/index/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > The Sprout Social Index <span style="font-size:9px;" class="v-top">TM</span></a></li><li class="mt200" aria-label="Sprout Blog"><a href="/insights/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Sprout Blog <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Arboretum"><a href="https://community.sproutsocial.com/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Arboretum <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Resource Center"><a href="/insights/resources/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Resource Center <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Social Media Glossary"><a href="/glossary/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Social Media Glossary <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Find Influencers"><a href="/influencer-marketing/find-influencers/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Find Influencers <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Agency Partner Directory"><a href="/partner-directory" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Agency Partner Directory <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Affiliate and Referrals"><a href="/partnership-program/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 " > Affiliate and Referrals <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200" aria-label="Brand Assets"><a href="https://seeds.sproutsocial.com/brand-assets/" class="db c--link-subtle hover-c--link-subtle fw-normal f200 sl_norewrite" > Brand Assets <span style="font-size:9px;" class="v-top"></span></a></li><li class="mt200 " aria-label="Free Social Media Tools"><button class="button-reset db c--neutral-700 hover-c--neutral-800 f200 px0 tl w-100p js-accordion-button flex items-center" aria-label="Free Social Media Tools" aria-expanded="false" aria-controls="Resources-sublist10"><span id="Resources-footer-dropdown10" class="flex items-center fw-normal">Free Social Media Tools</span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path></svg></span></button><div id="Resources-sublist10" role="region" hidden><ul class="list ma0 pa0 tl" aria-labelledby="Resources-sublist10"><li class="mt200 fw-normal"><a href="/landscape/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Landscape Image Resizer </a></li><li class="mt200 fw-normal"><a href="/templates/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Free Social Media Templates </a></li><li class="mt200 fw-normal"><a href="/free-tools/" class="db c--neutral-700 hover-c--neutral-800 f200 " > All Free Social Media Tools </a></li></ul></div></li><li class="mt200 " aria-label="Social Media Topics"><button class="button-reset db c--neutral-700 hover-c--neutral-800 f200 px0 tl w-100p js-accordion-button flex items-center" aria-label="Social Media Topics" aria-expanded="false" aria-controls="Resources-sublist11"><span id="Resources-footer-dropdown11" class="flex items-center fw-normal">Social Media Topics</span><span class="rotate-caret ml300 flex items-center"><svg class="h400 h350-l" height="10" role="img" viewBox="0 0 320 512" width="16" xmlns="http://www.w3.org/2000/svg" aria-hidden="true" focusable="false" ><path fill="currentColor" d="M31.3 192h257.3c17.8 0 26.7 21.5 14.1 34.1L174.1 354.8c-7.8 7.8-20.5 7.8-28.3 0L17.2 226.1C4.6 213.5 13.5 192 31.3 192z"></path></svg></span></button><div id="Resources-sublist11" role="region" hidden><ul class="list ma0 pa0 tl" aria-labelledby="Resources-sublist11"><li class="mt200 fw-normal"><a href="/insights/social-media-scheduling-tools/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Social Media Scheduling </a></li><li class="mt200 fw-normal"><a href="/insights/crisis-communication-examples/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Crisis Communications </a></li><li class="mt200 fw-normal"><a href="/insights/reputation-management/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Reputation Management </a></li><li class="mt200 fw-normal"><a href="/insights/social-media-statistics/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Social Media Statistics </a></li><li class="mt200 fw-normal"><a href="/insights/competitive-analysis/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Social Competitive Analysis </a></li><li class="mt200 fw-normal"><a href="/insights/what-is-employee-advocacy/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Employee Advocacy </a></li><li class="mt200 fw-normal"><a href="/insights/social-media-reporting/" class="db c--neutral-700 hover-c--neutral-800 f200 " > Social Media Reporting </a></li><li class="mt200 fw-normal"><a href="/insights/social-media-roi/" 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