1. The document discusses the importance of crisis communication planning and using social media effectively during a crisis. It emphasizes having a written crisis communication plan, tracking social media conversations, participating in online discussions, and being proactive and authentic. 2. Key aspects of an effective crisis communication plan include situational awareness, message development, identifying spokespeople, and conducting regular drills. 3. Social media can start, fuel, and inform people about a crisis. It is important to track conversations, participate authentically, be proactive in addressing issues, and apologize when necessary to manage communications and influence messaging.

1. Crisis Communication & Social Media Jim Rettew, Chief Communications Officer American Red Cross Mile High Chapter May 1, 2009

11. Dominos Bad Word-of-Mouth Skyrocketed

15. How is Social Media A Different Animal?

33. Social Media Dash Board