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Written by a social-listening/CX platform, so it's unusually practical about the monitoring and detection side of crisis management, not just the response messaging.

Social Media Crisis Management: Complete Guide

From Sprinklr

Covers detection (monitoring, sentiment spikes) alongside response
Explains escalation triggers for when a complaint becomes a crisis
Useful for setting up an early-warning process, not just a response plan

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Answers A customer's complaint about my product just went viral on social media, what do I do in the first few hours? How do I monitor for a brewing crisis before it goes viral, instead of finding out after?

eChai Partner Brands