SHUTTLEMEDIA

Crisis Communications and Crisis Desk

When negative sentiment escalates quickly, a brand doesn't need a chaotic chain of approvals — it needs a functional communications command center. Crisis Desk activates during negative spikes and takes control of the situation.

Set up a crisis management frameworkView cases

Who it is for

  • Brands with high public visibility
  • PR and Head of Communications
  • Companies preparing for sensitive launches

Problems it solves

  • Negative sentiment is growing faster than the team can respond
  • No unified position or response playbooks
  • Approval cycles are slowing down the response
Scope

What the work covers

Real-time monitoring of negative sentiment spikes
Response playbooks and a unified brand position
Coordination with PR, legal, and CX
Escalation and risk-based prioritization
Post-crisis report and key takeaways
How we work

How the process works

01

Readiness

We develop response playbooks, define roles, and map escalation paths in advance.

02

Response

We activate the command center, monitor the situation, and maintain a unified brand position.

03

Escalation

We prioritize issues and coordinate with PR, legal, and CX.

04

Post-Crisis

We prepare a report and key takeaways for the business.

Channels and platforms

Social mediaMediaReview platformsSearch resultsMaps and location services

SLA and quality control

Accelerated SLA terms and escalation protocols are defined for the crisis management framework.

Analytics and reporting

  • Spike dynamics
  • Sentiment
  • Reach and sources
  • Response effectiveness

What the client gets

  • A ready-to-deploy crisis management framework
  • Response playbooks and a unified brand position
  • Post-crisis report

Related services

Reputation ManagementEnd-to-end management of how your brand appears in the digital environment: reviews, social media, maps and location services, app stores, and search results.SERMManaging what users see about your brand in search results: analysis, content strategy, and monitoring.Social Media ModerationManaging the brand's public conversations: comments, direct messages, communities, provocations, and escalation.

Related materials

Crisis Management

What a Brand Should Do During a Surge of Negative Feedback

A surge of negative feedback calls for a command structure, not coordination chaos. We break down how to respond: real-time monitoring, a unified position, escalation, and post-crisis analytics.

Дмитрий Орлов·June 22, 2026
FAQ

FAQ

Don't react in an ad hoc way — activate a command center equipped with monitoring, response playbooks, a unified position, and escalation protocols. Crisis Desk helps brands act quickly and in a coordinated manner.

Ready to put your brand reputation in order?

We will show how your reputation system works today and propose a plan.

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