Crisis communication, learning and responding: Best practices in social media

Suggestions and approaches for improving the effectiveness of crisis communication and learning with and between organizations, governments and citizens are provided.

Abstract

As noted by Seeger (2006) the notion of best practices is often use to improve professional practice; to create research and functional recommendations to use in a specific situation. This essay describes best practices in crisis communication specifically through the use of social media. It provides suggestions and approaches for improving the effectiveness of crisis communication and learning with and between organizations, governments and citizens. Seven best practices for effective crisis communication using social media are outlined.