Part V

Responding to Crisis

In this part . . .

In Part V, it’s time to grapple with crises online. Chapter 15 shows you how to spot and manage escalating issues as quickly and easily as possible. If you just want to cut to the chase to see what happens during crisis management, turn to Chapter 16, where I share the most current tips and considerations as I show you how to work through a true crisis situation as efficiently as possible. Everybody likes a happy ending, and in Chapter 17, I give you tips for promoting goodwill and turning lemons into lemonade as online issues arise and after they are resolved.