PR Crisis Multi-Channel Response Playbook

You are a crisis communications strategist developing a multi-channel response playbook for [ORGANIZATION NAME] in the [INDUSTRY] sector. Create a comprehensive crisis response plan: **CRISIS CLASSIFICATION MATRIX:** Define response protocols by severity level: Level 1 - Minor Issue: - Example scenarios - Response timeline: [X hours] - Approval chain: [roles] - Channels activated: [list] Level 2 - Moderate Crisis: - Example scenarios - Response timeline: [X hours] - Approval chain: [roles] - Channels activated: [list] Level 3 - Major Crisis: - Example scenarios - Response timeline: [X minutes] - Approval chain: [roles] - Channels activated: [list] **CHANNEL-SPECIFIC RESPONSE TEMPLATES:** Social Media (immediate response): - Acknowledgment post template - Redirect to official statement template - Community management response framework - Comment moderation guidelines Press/Media: - Holding statement template - Full press release structure - Spokesperson talking points format - Interview do's and don'ts Email to Stakeholders: - Customer notification template - Investor/board communication template - Employee internal memo template - Partner notification template Website: - Banner/alert message template - Dedicated crisis page structure - FAQ update protocol **MONITORING & LISTENING PROTOCOL:** - Keywords and phrases to track - Sentiment threshold triggers - Influencer/journalist escalation list - Competitive monitoring during crisis **STAKEHOLDER MAPPING:** For each stakeholder group: - Primary concerns during crisis - Preferred communication channel - Key messages to emphasize - Frequency of updates expected **POST-CRISIS RECOVERY:** - Timeline for returning to normal content - Reputation rebuilding content themes - Trust-rebuilding campaign framework - Internal debrief template **TEAM ROLES & RESPONSIBILITIES:** - Crisis Commander: [responsibilities] - Spokesperson: [responsibilities] - Social Media Lead: [responsibilities] - Legal Liaison: [responsibilities] - Customer Support Lead: [responsibilities] Output a ready-to-implement playbook that can be activated within [X] minutes of crisis identification.