It's 9:07 on Monday morning. Your team opens Slack to find screenshots everywhere, customer service has a queue of angry messages, and a complaint that looked manageable on Friday has turned into a hashtag with its own momentum. Nobody in that moment cares that legal hasn't reviewed a statement yet, your press release draft is half-finished, or the social team is waiting for direction. That's the hard truth behind crisis communications and social media today. The audience doesn't separate “PR,” “social,” “customer support,” and “media relations.” They see one brand. They expect one coherent response. If your channels move at
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