Social Media for Crisis Communication: The Good, the Bad, and the Ugly

Date: Thursday, November 14, 2013
Presenter: Nicole Stillwell, Department of State

On-Demand Webinar

NOTE: Large files will take more time to download. 


Social media community managers should have a plan in place for sharing, receiving, and responding to information via social media during a crisis. Whether that crisis is a threat to public health and safety, a threat to your agency’s reputation, or the reputation of your agency’s principals, having a plan to address the crisis in an accurate, timely, and relevant way is essential. During this webinar, you’ll learn best practices for communicating via social media during a crisis based on examples from government agencies, NGOs, and private industry.

What You'll Learn

  • The good: How to leverage your online communities for successful crisis management and communications.
  • The bad: How your online presence can recover from mismanaging a crisis.
  • The ugly: How to avoid social media crisis communications pitfalls like going silent, going nuclear (i.e., deleting everything), or going on the defensive by getting combative with your audience.

About the Presenter

Nicole Stillwell is the community and brand manager for the Department of State’s Bureau of Consular Affairs Office of Policy Coordination and Public Affairs New Media Unit, where she is responsible for managing the TravelGov communities, planning new media outreach strategies for the bureau, and developing bureau policy for the use of new media. 
Nicole has over five years of experience in fundraising, outreach, and public affairs for NGOs and nonprofits.
She has a B.A. in History from Louisiana State University, a J.D. from Loyola University School of Law, and an LL.M. in National Security Law from Georgetown University Law Center. 


Content Lead: DigitalGov University
Page Reviewed/Updated: November 14, 2013

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