How to handle social media mishaps - from the New Zealand Government

The New Zealand Government's new Web Toolkit is beginning to ramp up with some very valuable case studies, advice and processes for managing a government agency's social media presence.

One of the latest useful documents released in the toolkit is on how to handle social media mishaps - which, as public servants are only human, are likely to occur from time to time.

In particular the document has a great matrix detailing the types of mishaps and their likely impacts, which then guides the type and extent of the response.

It is well worth reviewing when developing an agency's plans for responding to social media issues and emergencies.
Social Media in Government How to Handle a Mishap v1 0