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Crisis Management: Follow
• Keep track of your brand on Twitter, and in blogs, message boards, and
communities as well.
• Pay attention to key topic areas, new products and company
announcements. Listening becomes especially important during a new
product launch –a movie screening, a product debut, a major branded
event. Customer first impressions can start small, but grow fast and
• Follow users who talk about you – the people who use your products and
care about your brand. Follow those who talk both positively and
negatively about your brand.
• Crisis prevention is about building trust –about developing a network that
you can learn from, and can help carry your messages when you need to
get them out.