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Social Media Crisis Management

This social media crisis training course covers how to defend reputation online. You will develop judgment about when and where to engage and how to set the agenda online. Topics include online crisis strategy, monitoring, platforms and protocols for engagement.  

This course is available both live online and face-to-face.

  • Face to face (London) | One day | £987 +VAT
  • Face to face (Dubai) | One day | Media One Hotel | $1,087 +VAT
  • Live online (Zoom) | Two half-days | 09:00-12:30 London time | $867

(New prices above apply from Jan 1st 2025)

Also available on request in US / Asia timezones.

This course runs in English. It is also available on request in Arabic or Russian.

Course outline

Online crisis communication 

This module extracts best practice lessons from case studies of online communication by organisations facing a major reputational crisis.

  • Digital dynamics in crisis communication: how social media spread and propagate reputation-critical information
  • Identifying platforms and approaches for online intervention and engagement

Online channels

This module is a practical how-to guide to using each of the main online technologies and platforms to defend your organisation’s reputation in a crisis situation.

  • Integrating online channels in crisis response
  • Twitter in a crisis
  • Using Facebook in a crisis
  • Using YouTube and multimedia in a crisis
  • Using Google in a crisis: crisis search communications

Online crisis strategy

This module covers how to prepare digital systems, resources and policies so that your organisation is ready to engage immediately and comprehensively when a crisis strikes.

  • Online issues tracking and monitoring
  • Creating strategies, policies and systems enabling rapid decision-making and engagement
  • Preparing online crisis resources: platforms and content ready to go live at a moment’s notice
  • People and skills
  • Online press office management in a crisis

Online crisis response 

This module builds practical skills and experience of applying online tools in crisis communications, based around a hands-on rolling online crisis simulation workshop.

  • Online crisis stakeholder engagement
  • Messaging and positioning for online crisis communication
  • Identifying and engaging online influencers 
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Reviews

Meet your trainers

Following are some of the ISOC trainers who regularly lead this course, depending whether you join us in London, Dubai or live online. 

Trainer profile: Elena Yakunina

Elena is a successful communications and public relations professional with over 15 years’ experience. She led the communication functions at Ehrmann AG, Nestlé and GlaxoSmithKline in Russia and Eurasia. She is an expert in strategic communications, reputation management, media relations, social media engagement, personal and brand/product PR, crisis, change and transformation, CSR/sustainability and sponsorship programs. She has extensive experience in managing stakeholder relations and generating public support. She advises a number of organisations in the Middle East and Asia on strategic communications. Elena holds two master’s degrees in Economics and Management, and in Journalism. She studied leadership at the London Business School. Elena is a member of World Communication Forum Association (Davos, Switzerland). She speaks English, Russian and basic French.

Trainer profile: Felice Hawley

Felice is a versatile editor, writer and broadcaster with in-depth experience of economic and business news. During a 16-year career at CNN, she helped create and then produce the award-winning live business programme “World Business Today”. Moving to text, Felice became Managing Editor of Hoover’s Online Europe, responsible for a team of journalists. She later went on to launch several websites, intranets, extranets and microsites. She writes, edits and manages content for organisations including Transport for London and the NHS. Felice consulted on web and print materials ahead of the 2012 Olympic and Paralympic Games in London.

Trainer profile: Chaker Khazaal

Chaker is an award-winning writer, reporter, public speaker, and social media expert. Born as a Palestinian refugee in Lebanon, Chaker grew up in the Bourj el Barajneh camp in Beirut where at a young age he participated in several local plays and starred in a film. Then as one of four recipients of the Global Leader of Tomorrow Award, he migrated to Canada and studied at York University in Toronto for a BA in International Development Studies. Chaker is now a strong, engaging and savvy communicator and has applied these skills as an advocate for refugees and aspiring young writers. He is invited regularly to speak at organisations, corporations and governments worldwide including the United Nations, Google, Facebook, and national parliaments, as well as being regularly featured addressing and hosting global conferences. He has published five novels of which two were among Amazon’s Best Sellers lists. Chaker was named Esquire’s Middle East Man of the Year 2015 and in 2016 was ranked first by Arabian Business Magazine in the 100 Most Powerful Arabs Under 40. In the same year, he was presented with the Mentor Arabia Award by Queen Silvia of Sweden and Prince Turki Bin Talal Bin Abdulaziz Al Saud. In December 2017, Khazaal was awarded the Global Trailblazer, together with Arianna Huffington by New York-based NGO Bridges of Understanding.

What you will learn

After this course you will be able to:

  • Understand the dynamics of online communication in breaking news on the real-time web

  • Apply international best practice in online crisis communication to your own organisation

  • Prepare and plan for crisis communication across all of the key social media platforms, including Facebook, Twitter and YouTube

  • Respond and engage rapidly in online social media when a reputational crisis arises for your organisation

Who should attend?

This is an intermediate-level course designed for learners with existing knowledge and several years of experience in communications or PR. Learning is pitched at a level to help you develop strategic approaches and apply sophisticated techniques. This course is recommended for anyone who may be involved in the online communication response to a crisis affecting their organisation, either behind the scenes or in execution.