Issue Escalation Plan - TEMPLATE
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You cannot edit this template. Copy to your own Google Drive. Go to File > Make a Copy
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SOCIAL MEDIA ISSUE ESCALATION PLAN
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Free template for your use from Rachel Beaney at rachelbeaney.com
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ISSUEPUBLIC RESPONSEINTERNAL ACTIONS
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GREENCopy and pasteMonitor only
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Issue 1"Here is the answer to issue 1"NA / Monitor
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Issue 2
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Issue 3
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Issue 4
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Issue 5
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YELLOWCustom response and/or take offlineLoop in management and monitor (good and bad things to escalate)
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Issue 6"Can you please send us a Private Message with your name and contact number and our support team will get in touch today. Thank you!"Monitor to ensure issue is resolved, no similar complaints, loop in management should it appear elsewhere. Include direct hyperlink AND screenshot of issue.
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Issue 7Add the names, emails and phone numbers of who you contact specifically in each department, not just 'marketing'. Include a back up contact, too.
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Issue 8
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Issue 9
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Issue 10
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REDPublic statementConsult Execs and/or authorities
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Issue 11Custom public statement on the channels it happened -TBC News outlets or press release.Loop in all senior management to the issue, especially corporate comms and/or PR. CEO may need to to make public statement.
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Issue 12Add the names, emails and phone numbers of who you contact specifically in each department, not just 'marketing'. Include a back up contact, too.
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Issue 13
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Issue 14
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Issue 15
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