Engagement Escalation

Strategic Guidelines for Crisis Management 

  • Act in accordance with our research, policies and brand guidelines
  • Carefully evaluate the opportunity, as well as the risks and unintended consequences
  • Focus on the desired outcome
  • Avoid actions that would ignite activist/troll activity and/or negative media attention
  • Engage internal and external stakeholders quickly, when needed
  • Show up when and where it makes sense
  • Demonstrate openness, transparency and willingness to respond, when appropriate
  • Be respectful and human
  • Get the timing right
  • Be aware of our surroundings

Escalation Process Scorecard 


Download Scorecard


Escalation Mapping

escalation mapping

Download Escalation Mapping