SOCIAL MEDIA CRISIS PLAN
Editable HeyMark editorial template

Adapt this template to your organization’s roles, channels and processes. Record
the source for each fact, and include a date, time and zone in every update.
Keep unresolved details visible; do not fill a field with an assumption.

1. ACTIVATION
Incident:
Activation date and time, with zone:
Plan trigger:
Activation decision owner:
Backup:
Channels to use:

2. OWNERS
Operations owner who confirms status:
Operations evidence source:
Customer support owner:
Community manager who drafts and posts:
Incident lead:
Backup for each function:
Recovery criteria agreed with operations:

3. CONFIRMED FACTS
Fact:
Source or link:
Person who confirmed it:
Verification date, time and zone:
What the evidence supports saying:

4. OPEN QUESTIONS
Question:
Owner:
Source to check:
Next check, with date, time and zone:

5. PUBLIC UPDATES
Confirmed facts to share:
Details that remain open:
Verified action or help option:
Channel:
Update copy:
Posting owner:
Next public update, with date, time and zone:
Post link and publication time:

6. PROMOTIONAL CONTENT
Scheduled items reviewed:
Decision: continue / pause / resume
Reason based on confirmed status:
Decision owner:
Decision date, time and zone:
Next review time:
Evidence or condition for resuming:

7. SHIFT HANDOFF
Outgoing owner:
Incoming owner:
Last published update and link:
Confirmed facts and sources:
Open questions and owners:
Agreed next update:
Owner for that update:
Incoming owner’s acknowledgment:

8. CLOSEOUT
Communicated status and scope:
Agreed criteria for declaring recovery:
Evidence and scope it demonstrates:
Operations owner who verified it:
Date, time and zone:
Closeout update copy and link:
Questions or follow-ups that remain open:
Owner and next check for each follow-up:
Person closing the record: