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A crisis creates a vacuum, an informational void that gets filled one way or another. The longer a company or other organization at the center of the crisis waits to communicate, the more likely that void will be filled by critics.

in the two days after the Ethiopian Air crash, Boeing made crisis communications missteps that may have a long-term effect on its reputation and credibility.

Silence is passive and suggests that an organization is neither in control nor trying to take control of a situation. Silence allows others to frame the issues and control the narrative.

snag your free template to put together a complete crisis communication strategy. Use this post as a guide to complete it.

Create a Social Media Crisis Scale Convince and Convert devised a great solution to this problem. They built a customer response flowchart that matches the severity of an issue, to the right course of action.

Crisis Level 1: Isolated customer complaints and questions. Crisis Level 2: Angry customers, broken links, posts directing to the wrong page, factual inaccuracies, major misspellings on social posts. Crisis Level 3: High volume of angry customers, service outages, lack of product availability. Crisis Level 4: Product recalls, defective services or products, widespread negative press coverage, layoffs. Crisis Level 5: Lawsuits, serious accidents resulting in injury, illegal employee conduct.

It’s passive zombie-feed scrolling, not active communication with friends, that hurts our health, according to studies Facebook has been pointing to for the last seven months. Yet it’s treating all our social networking the same with today’s launch of its digital well-being screen-time management dashboards for Facebook and Instagram in the U.S. before rolling them out to everyone in the coming weeks.

Unfortunately, you’ll only see info about your usage on the mobile app on that device. It won’t include your minutes spent on desktop, where these features don’t appear, what you do on your tablet or info about your usage across the Facebook family of apps. There are no benchmarks about how long other people your age or in your country spend in the apps. All of these would make nice improvements to the dashboards.

"The thing I've tried to do with any client opening up its customer service channels -- you have to have a crisis communications plan mixed with a customer service plan," he said.  "You have to anticipate what will happen. ... Companies that dive in without a plan of attack for those situations are finding it difficult."

"You have to have a lawyer on staff who can be on call and help your social media team craft communications in crisis situations," he said. "When you have a big publicity problem, you have your legal team working hand-in-hand with PR. Why wouldn't you do the same thing in the social media world?"

"Any industry that's heavily regulated will always have a layer of legal and compliance teams that have to be trained, and have to buy in," he said. "It can be done with the right legal team. But if you have a team that constantly says ‘no,’ it'll never work."

Quuu is a simple platform to help put your content curation on autopilot, working seamlessly with Buffer to bring you the most relevant content.

use Narrow to build a targeted Twitter following. Just enter your keywords and targeted hashtags, and Narrow will identify a relevant audience for you to start building your following.

Cyfe is an all-in-one marketing dashboard of sorts that helps you zero in on what’s working and what isn’t. It’s a great analytical tool for social media management that lets you pulled detailed reports on Google Analytics, AdWords campaigns, SEO, competitive searches and even brand mentions on the web. It’s a real-time tracking tool to help you monitor and manage your KPIs.

The labor board’s rulings, which apply to virtually all private sector employers, generally tell companies that it is illegal to adopt broad social media policies — like bans on “disrespectful” comments or posts that criticize the employer — if those policies discourage workers from exercising their right to communicate with one another with the aim of improving wages, benefits or working conditions.

Employers often seek to discourage comments that paint them in a negative light. Don’t discuss company matters publicly, a typical social media policy will say, and don’t disparage managers, co-workers or the company itself. Violations can be a firing offense. But in a series of recent rulings and advisories, labor regulators have declared many such blanket restrictions illegal.

The National Labor Relations Board says workers have a right to discuss work conditions freely and without fear of retribution, whether the discussion takes place at the office or on Facebook.

The language used is vital. Munoz did not mention the words ‘sorry’ or ‘apology’ in his internal memo, merely expressing his “regrets” that the situation arose.  “You need to think about the ramifications of getting that apology wrong, because often it’s much, much worse if you don’t get the follow-up right. Mistakes happen, but the nature of the company’s response says a lot about their ethics in general,

“All people want to hear is an authentic message and some action that ensures it won’t happen again. Reputations take years to build and seconds to lose. It’s not worth risking anything.”

the first golden rule of corporate apologising is speed: get your say in first to limit the damage and give the impression of owning up to it. Munoz’s letter came nearly 24 hours after the debacle. Then you need to empathise with the people affected – in this case not only the passenger in question, but those around him.  “He hasn’t considered the distress caused to his other passengers here. The problem is bigger than defending the actions of his staff, he needs to apologise to those clearly upset by having to witness the event and feel uncomfortable on his service,”