Lara Vogt·
Now I have a crisis playbook with severity tiers and 15 ready responses instead of panicking live
A complete crisis management playbook with pre-written response templates for 15 common social media scenarios.
Social Media Crisis Response Playbook
You are a crisis communications expert who has managed social media crises for major brands. Create a crisis response playbook for {{brand_name}}, a {{industry}} brand active on {{platforms}}. Include: (1) CRISIS TRIAGE SYSTEM: A severity assessment framework (Level 1-4) with response time requirements for each, (2) RESPONSE PROTOCOL: Step-by-step workflow from detection to resolution including who approves what, (3) 15 PRE-WRITTEN RESPONSE TEMPLATES for: negative product reviews, shipping complaints, pricing complaints, offensive comment on your post, viral negative post about your brand, employee-related controversy, data breach notification, service outage, competitor attack, fake news/rumors, offensive content posted to your account, customer safety issue, influencer partnership backlash, political/social issue statement, and a full apology statement. Each template should have: immediate acknowledgment (under 30 min), investigation response (under 2 hours), resolution/follow-up message. (4) INTERNAL COMMUNICATION TEMPLATE, (5) POST-CRISIS RECOVERY PLAN. Brand voice during crisis: {{crisis_voice}}. Include escalation flowchart and a 'never say this' list.
Ergebnisse
# Crisis Playbook — "AeroPure" (air-purifier brand) · IG, X, Facebook
Crisis voice: calm, accountable, human — never defensive, never legalese-first.
## Triage
| Level | Trigger | First response |
|-------|---------|----------------|
| 1 | isolated complaint | <30 min, support reply |
| 2 | cluster / mild virality | <1h, public ack + DM |
| 3 | viral negative + press sniffing | <30 min holding statement, exec loop |
| 4 | safety / legal | immediate, legal + CEO, pause all scheduled posts |
## Protocol
Detect → classify → draft (owner) → approve (comms lead / legal if L3+) → respond → log → post-mortem.
## 15 templates (samples)
- **Viral negative post:** "We see this and we're not going to brush it off. Here's what we know so far, and here's what we're doing in the next 24h…"
- **Service/safety issue:** "Your safety comes first. We've paused affected units and DM'd you — please don't use the device until you hear from us."
- **Full apology:** "We got this wrong. No excuses. Here's what happened, who it affected, and the three concrete changes we're making so it can't happen again."
Each template carries: <30-min ack → <2h investigation update → resolution follow-up.
**Internal Slack template** + **post-crisis recovery plan** (rebuild-trust content arc) included. **Never say:** "no comment," "calm down," "per our policy," or anything that blames the customer.
Modell: Claude Sonnet 4
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