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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...

You can't do both at the same time on Facebook.

You have to choose between growth or conversions and here's why.

TLDR: Don't muddy the Waters of your reach. If you want more followers, you cannot be trying to sell on your page. If you are trying to sell on your page, you cannot expect new followers.

Your page is constantly being judged by Facebook. It is trying to match make the perfect content to every user. We want our page to be seen by as many people as possible so we can grow our following.

Growth. By providing content, you give any viewers of your content an opportunity to engage with you. In the mindset of growth, we want to attract people instead of deter them. Think about your audience and what they like to see. Create content that drives them to want to interact in any way shape or form. The more they interact, the more your content gets shown to them, and the more your content earns Facebook's trust enough to be suggested to others.

Conversions Any call to action post driving some sort of conversion comes at cost. The thing is, even your most DieHard followers are unlikely to engage with a conversion post. When you post a piece of content and it simply gets brushed off by your followers, Facebook sees this. This tells Facebook that the content is not very interesting nor is it something people want to interact with. The chance of those followers seeing that content get reduced the next time you post and it's going to reduce the amount of suggested people who see your next post.

By intertwining both growth and conversion posts, you're confusing the algorithm by providing it inconsistent data. Think of your content having a trust score. The more people interact with it, the more trust you are given to be seen by other people. If you post a piece of interactable content that people engage with, your trust score goes up. If you follow that up with a conversion post, your trust score goes down. By hammering a bunch of conversion posts, your trust score goes so low that only a select few followers will see it. By having a marathon of interactable content, your trust score goes up but not only followers are seeing your content but so are people who are not following you.

Remember when social media was relatively new and the sales gurus would tell you to post 80% about your personal life and then 20% about sales? I never really explained why. The idea here is that you want to show Facebook that you are worthy of being seen by others. People are more likely to interact with you being a person then you being a brand. So when you make 80% of your posts interactable, you are more resonating to the community and have more visibility.

Things have changed since then. Now it's about aligning your content to the interests of your following.

I hope all of this information helps!

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