Course Outline:

Module 1: Understanding Social Media Crises

• What defines a social media crisis?

• Types of crises: reputation, customer complaints, misinformation, cyberattacks

• Social media sentiment and brand vulnerability mapping
  Case Study: How a global brand handled a Twitter backlash

Module 2: Social Listening & Early Detection

• Using Brandwatch, Talkwalker, Sprout Social for real-time monitoring

• Identifying early warning signals through trend analysis

• Tracking hashtags, mentions, and viral conversations
  Practical Exercise: Set up a crisis-monitoring dashboard

Module 3: Crisis Communication Frameworks

• Designing a crisis management playbook

• Role of PR, legal, and leadership in crisis response

• Crafting responses: empathy, clarity, and authority

• Using AI tools (ChatGPT, Jasper) for draft responses under pressure
  Simulation: Drafting live responses for a reputational crisis

Module 4: Response & Escalation Management

• Handling trolls, misinformation, and negative campaigns

• Escalation workflows for different crisis levels

• Tools for response coordination: Hootsuite, Slack, Trello
  Case Study: Social media recovery after a product recall

Module 5: Post-Crisis Reputation Recovery & Reporting

• Measuring impact with Power BI & Excel dashboards

• Stakeholder reporting and transparency strategies

• Lessons learned: building resilience and future-proofing crisis plans
  Capstone Project: Build a complete crisis management & recovery plan for your organization