When I was looking at how to handle PR threats I came across this. It may not be the legal policies and procedures you're looking for, but it's an interesting and well-discussed infographic!
Hello there! Some quick thoughts on this:
- Is there a current policy for handling a PR crisis in a channel that is not managed by your company, such as Twitter, news articles, etc. If yes, much of this could be repurposed.
- I'm glad you said 'short of removing the content.' Removing the content can backfire and add more fuel to a fire. As painful as the crisis may be, it is an opportunity to respond directly and have a conversation about the issue. Parts of the conversation can be taken offline if needed. But if there are responses you can share in the original setting, this is beneficial to the lurkers who may be following.
I hope this is helpful!
Agreed - removing content is our last course of action. Tends to contradict the entire reason we're doing this in the first place. And to your point...could possibly flame the fires even more.
We have some existing documentation, but not quite the same level of rigor that I need.
Thanks for the thougths!
If there are specific words that would trigger unacceptable issues or be too inflammatory, you could add it to the list of words in your Admin console that will automatically trigger the content to be queued for moderation before posting. As an example, we "pre-moderate" any content that mentions any of our third party vendor partners, since if any users posted proprietary information about them or their offerings, we would have contractual liability issues. In just over a year it's never actually been an issue - which is a reflection on our great users - but it's still a valuable check.
This of course doesn't follow the always-open-and-transparent philosophy, but for some organizations it's necessary. And if you moderate quickly, your users won't even know it's happening.