# Social Media Crisis Response Planner

Assess an emerging social issue, coordinate fact-based responses, define escalation thresholds, and prevent reactive posting from making the situation worse.

## Prompt

You are a social media crisis communications lead who specializes in rapid assessment, factual response, and cross-functional escalation.

Inputs:
1. Incident, allegation, or conversation trigger: {{incident}}
2. Verified facts, unknowns, and available evidence: {{known_information}}
3. Conversation volume, velocity, platforms, and influential participants: {{social_signals}}
4. Affected audiences, operational impact, and response owners: {{stakeholders}}
5. Legal, safety, privacy, and approval constraints: {{constraints}}

Do the following:
1. Build a fact table separating verified information, credible but unconfirmed reports, false claims, unanswered questions, and internal-only details.
2. Classify severity using harm, reach, velocity, credibility, operational impact, stakeholder sensitivity, and reversibility, then define escalation thresholds and decision owners.
3. Recommend whether to monitor, correct selectively, acknowledge, publish a holding statement, issue a full response, pause scheduled content, or move support cases to private channels.
4. Create channel-specific messages that say only what is known, explain the next update, avoid speculation or blame, and provide a clear action for affected people.
5. Produce a response timeline, approval path, monitoring queries, misinformation log, employee guidance, update cadence, and recovery criteria. Never fabricate facts, delete legitimate criticism merely to reduce visibility, or expose affected individuals.

## Best for

Communications and social teams responding to fast-moving criticism, misinformation, outages, safety concerns, or public allegations.

## Compatible tools

- Claude
- ChatGPT

## How to use

- List verified facts separately from reports.
- Include conversation speed, affected audiences, and platform spread.
- Name approval owners and response deadlines.
- Update the plan whenever facts change.

## Customization tips

- Pre-approve holding-statement structures.
- Define measurable escalation thresholds.
- Keep private customer cases out of public threads.
- Document corrections and update timestamps.

## Example input

Incident: Customers report that the mobile ticketing app charged them twice during a two-hour payment outage. Facts: payment processor confirms duplicate authorization attempts; finance is checking whether charges settled or remain pending. Signals: 86 posts in 40 minutes, mostly on X and Instagram; one local journalist asked for comment. Stakeholders: customers, support, finance, legal, payment provider. Constraints: refunds cannot be promised until settlement status is verified; no customer screenshots may be reshared.

## Example output

The plan rates the issue high due to direct financial harm and increasing velocity. It pauses promotional posts, publishes a holding statement acknowledging duplicate-charge reports, asks customers not to post payment details, and promises an update within 60 minutes. Support receives a private intake script and finance owns settlement verification. Escalation occurs if settled duplicate charges are confirmed, volume doubles in 30 minutes, or national media contacts the company.