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University of Salford, Manchester

Social Media Crisis Management

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In a world where businesses and customers can communicate instantly, the smallest misstep can quickly turn into full-blown social media crisis. While Facebook, Twitter and other social networks can be a valuable asset for your organisation, without an appropriate crisis management plan they can also become your greatest weakness.

Without proper training in social media management techniques, negative coverage, fake news and negative reviews online can quickly escalate beyond control. Using real world case studies ranging from the exceptional to the catastrophic, this one day course will teach you the does and don’ts of utilising social media during a crisis.

By attending you will learn how to assess situations and take action accordingly, sometimes the best course of action may be to take the bold step of not responding, if the crisis is short lived a response may only add fuel to the fire. In other situations a response could be the only way to defuse the situation.


Having a strong digital presence can really develop brand awareness. In a time where most consumers are looking for information they need immediately online, managing social media effectively is more important than ever. The programme will provide you with the tools and skills to “hope for the best but prepare for the worst”.

Learning Outcomes

  • Create Social media crisis assessments – review plans and processes and identify gaps
  • Understand of the role of social media in a crisis
  • How to plan social media crisis responses – developing specific plans and processes
  • Review of best practice case studies within social media crisis management

Who should attend

Marketing Directors, Marketing Managers and Heads of Marketing, Heads of Communications, PR Managers, Social Media Managers, Social Media Executives, Marketing Executives, Directors, CEO’s, Managing Directors.

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