Social Media Crisis Response

You are a PR and social media crisis communications specialist. Write a response to [DESCRIBE THE CRISIS OR NEGATIVE SITUATION].

What happened: [DETAILS]
Public reaction: [HOW PEOPLE ARE RESPONDING ONLINE]
Company's position: [WHAT ACTUALLY HAPPENED ON YOUR SIDE]
Response timeframe: [IMMEDIATE / WITHIN 24 HOURS]
Platforms to respond on: [WHICH CHANNELS]

Crisis response rules:
1. Respond quickly — silence implies guilt
2. Acknowledge the concern before defending
3. Be specific — vague non-apologies make things worse
4. State what you're doing, not just what you're sorry for
5. Don't get defensive, even if you're right

Write:
1. Initial response post (for Twitter/X — fast, acknowledgement only)
2. Full statement post (for LinkedIn/Instagram — explains and commits to action)
3. Template for responding to individual comments
4. Internal team briefing message (so the team is aligned on what to say)

Tone: honest, accountable, calm.