Public Training Social Media Crisis Response

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Social Media Crisis Response

★★★★★

Instruktur Pelatihan

Ujang Rusdianto

Lihat profil >

Kelas akan dijalankan bila minimal
ada 2 peserta yang mendaftar.

4-5 November 2026 ^{2 Hari}

09.00-17.00 WIB

Jadwal berikutnya>

Tempat Pelatihan
Hotel Neo+, Kebayoran Lama*
Saphire Sky Hotel, BSD*
Jakarta

*Tempat masih tentative

Rp 6.000.000*

Diskon khusus

*Harga belum termasuk pajak

*Dapatkan brosur & formulir pendaftaran.

Social Media Crisis Response Training untuk membangun kemampuan dalam merespons, mengendalikan, dan memulihkan komunikasi organisasi saat krisis terjadi di media sosial.

Krisis di media sosial berkembang dengan cepat melalui percakapan publik, komentar, unggahan, video, pemberitaan digital, dan distribusi ulang konten. Kecepatan respons perlu berjalan bersama akurasi informasi, konsistensi pesan, pemahaman konteks, serta koordinasi lintas fungsi.

Pelatihan ini membekali peserta dengan kemampuan membaca sinyal krisis, melakukan social listening, menyusun respons dan melakukan pemulihan setelah krisis.

Sasaran dan tujuan pelatihan

Memahami karakteristik dan dinamika krisis di media sosial.
Mampu membangun sistem social listening dan crisis early warning.
Mampu mengelola respons krisis di media sosial secara end-to-end.
Mampu menggunakan social media crisis response playbook sebagai panduan untuk mengoordinasikan penanganan krisis lintas fungsi.

Outline Materi

Sesi 1. Social Media Crisis Fundamentals & Crisis Diagnosis

Karakteristik social media crisis dan perbedaannya dengan issue, complaint, incident, dan reputational crisis.
Social media crisis lifecycle: detection, escalation, response, stabilization, recovery, dan learning.
Crisis triggers: customer complaint, employee issue, product/service failure, misinformation, controversy, influencer amplification, cyber incident, dan public backlash.
Digital crisis ecosystem: audience, platform, media, influencer, community, employee, regulator, dan stakeholder.
Praktik: Social Media Crisis Scenario Identification & Classification.

Sesi 2. Social Listening, Monitoring & Early Warning

Social listening versus social media monitoring.
Keyword, mention, hashtag, sentiment, volume, velocity, reach, engagement, source, dan influence.
Identifikasi weak signals, spikes, unusual conversation patterns, dan emerging narratives.
Digital early warning indicators dan escalation triggers.
Monitoring dashboard, reporting frequency, ownership, dan alert mechanism.
Praktik: Social Media Crisis Monitoring & Early Warning Framework.

Sesi 3. Digital Issue Analysis, Narrative & Crisis Severity

Conversation mapping dan narrative analysis.
Identifikasi source, issue driver, claim, evidence, stakeholder concern, dan dominant narrative.
Sentiment analysis dan limitations dalam membaca percakapan digital.
Crisis severity assessment berdasarkan volume, velocity, reach, influence, stakeholder impact, business impact, dan media amplification.
Menentukan response level dan escalation pathway.
Praktik: Digital Crisis Impact Matrix & Escalation Framework.

Sesi 4. Social Media Crisis Message Strategy

Crisis communication objectives untuk media sosial.
Holding statement, key message, supporting message, FAQ, dan response template.
Tone of voice: empathy, accountability, clarity, transparency, dan consistency.
Response principles: acknowledge, clarify, correct, inform, direct, dan escalate.
Approval workflow dan coordination dengan spokesperson, PR, legal, customer service, dan management.
Praktik: Social Media Crisis Message Framework & Response Playbook.

Sesi 5. Community Management & Difficult Digital Conversations

Managing comments, mentions, direct messages, reviews, dan public replies.
Menentukan response priority dan response channel.
Menghadapi hostile comments, repetitive questions, provocation, trolling, coordinated criticism, dan emotional responses.
Public response versus private resolution.
Response boundaries, moderation principles, escalation, dan documentation.
Praktik: Difficult Comment & Digital Conversation Drill.

Sesi 6. Misinformation, Viral Content & Digital Escalation

Misinformation, disinformation, misleading content, edited content, dan context collapse.
Verification sebelum respons.
Corrective communication dan evidence-based response.
Kapan melakukan correction, clarification, amplification, atau escalation.
Mengelola viral content, influencer amplification, media pickup, dan cross-platform spread.
Praktik: Misinformation Response & Viral Crisis Scenario.

Sesi 7. Social Media Crisis Simulation & Real-Time Response

Scenario-based social media crisis simulation.
Rapid monitoring, crisis briefing, message approval, response publishing, dan stakeholder coordination.
Real-time injects: new information, viral post, media inquiry, influencer response, employee comment, misinformation, dan stakeholder escalation.
Monitoring response effectiveness dan perubahan conversation trajectory.
Praktik: Full Social Media Crisis Response Simulation.

Sesi 8. Post-Crisis Recovery, Evaluation & Response Playbook

Post-crisis monitoring dan conversation recovery.
Reputation recovery, stakeholder reassurance, content strategy, dan return-to-normal communication.
KPI: response time, reach, engagement, sentiment movement, message penetration, resolution, escalation, dan stakeholder response.
After Action Review dan identification of lessons learned.
Penyusunan Social Media Crisis Response Playbook.
Praktik: Final Response Plan & Performance Review.

Penyampaian Materi

Program pelatihan berlangsung selama 2 hari, total 14 jam.
Waktu pembelajaran pukul 09.00-17.00 WIB, setiap harinya.
Materi disampaikan dengan pemaparan, diskusi, dan latihan.
Diperkaya dengan studi kasus yang disesuaikan dengan kebutuhan.

INFO TAMBAHAN

Fasilitas pelatihan

Modul pelatihan dan seminar kit.
Sertifikat pelatihan dari penyelenggara.
Makan siang, rehat kopi dan kudapan.
Suvenir, selama persediaan masih ada.
Harga tidak termasuk transportasi dan penginapan peserta.

Ketentuan pelatihan

Peserta diharapkan datang 15 menit sebelum pelatihan dimulai.
Peserta menunjukkan identitas diri, bukti keikutsertaan, bukti pembayaran atau invoice pelatihan.
Mematuhi tata tertib pelatihan yang disepakati bersama instruktur.

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Pelatihan untuk lebih dari 10 peserta, silakan isi permintaan proposal in house.

Kelas disampaikan melalui platform video conference seperti Zoom, Microsoft Teams, Google Meet, dll.