How Facebook says you should handle a social crisis

Why not take it from the horse’s mouth?

A couple years ago, the CMO of a major restaurant chain called me in a midnight panic. A server got fired for complaining about their new uniforms. So he ranted about getting fired on YouTube. Unbeknownst to management, he had 40,000 YouTube followers.

Should they respond to him or ignore it?

Common sense is not common. So check out what advice Facebook themselves has to say when you have a problem on their hands.

God forbid that you are an airliner or film studio in crisis. But

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