Crisis communication and social media

Crisis communication is a PR function. It is the management and effort made to communicate when an unexpected event occur that have negative impact on reputation. Crisis communication is an initiative which aim at protect the reputation and maintain public image. In many times,  it involves tools like press conference, media relations and social media. 

Today, there is up to 2 billion user on social media all over the world. It is important to look after and take care your reputation online. Now, there is many organizations use social media to carry out an effective crisis communication plan. They made communication as soon as possible in a crisis, typically within few hours after the crisis happen. This allow them to handle and control the disseminated about the crisis that had happen. The organizations should stick with the facts in timeliness. I will provide an example :

Other than the two image above, Southwest has more responding appropriate to the crisis through social media and plan well for their crisis communication. They have place a plan with clear roles to who they need response immediately.