Martin Belam has produced a really useful guide for news and media organisations when responding to the kind of online crisis illustrated by the reaction to Mail Online’s publication of a piece by columnist Jan Moir and her comments on the death of Stephen Gately.
[See related links below]
Belam covers making changes (don’t do so in haste; be transparent and thorough); and planning an ‘escalation procedure’ for your online community.
It’s also important to respond to criticisms and comments everywhere your audience is looking, he says.
“It is going to get easier and easier for people to exchange outrage, and the links and information required to act on that outrage to make a complaint. You need to have a plan for what happens if you find yourself at the eye of a perfect internet storm,” he writes.