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Social media crisis management in 9 steps [2026 guide]

Key takeaways A social media crisis is a sudden shift in online conversation that threatens trust and reputation, not just a single negative comment. Effective social media crisis management starts before anything goes wrong, with clear roles, escalation tiers, and pre-approved response templates. The 15-20-60-90 response timeline helps teams acknowledge, respond, and update without losing credibility. Social listening tools like Lumen in Hootsuite Social OS help detect early warning signs before they escalate. What is social media crisis management? Social media crisis management is the way brands prepare for and manage negative moments that spread on social media. Think about a public explanation or apology posted by a CEO when someone surfaces a problem. That response is part of a social media crisis strategy. Source: Kris Rasmussen The role of social media in crisis management goes far beyond publishing a heartfelt “we’re sorry” Reel. It inc...
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First job in professional social media work; Don't know what I should be doing

Hello, not sure if this is the correct sub to post this on I'm not the most familiar with reddit but I thought maybe you guys could help with advice or anything.

So for context I'm 21, a rising senior in university majoring in Digital Media and have experience creating content and observing analytics for student organizations as well as some knowledge in design. I was recently hired as a social media assistant for a local insurance firm focused on the 65+ crowd. So far from what I've been told the main task for me is to improve local awareness in our area through Facebook ads, then eventually on google Adwords. Most of this I have a rough idea on how to do from my schooling, and the rest I am confident I can figure out but I am really struggling with just where to begin.

I am someone who operates in my own life using detailed and timely to-do lists, this is also how I work, but this is my first professional job so it's all uncharted territory for me. I am afraid of coming across as unknowledgeable and making my manager doubt giving me this position, as this is my dream job. Is there any kind of guidelines or rough outlines out there, of what someone in my position should be doing? Does anyone have any advice or resources I can go to for help? Is it normal to feel so unprepared and lost in your first job?

Thanks in advance, sorry if this is messy or wrong formatting, typed this in a rush.

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