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Twitter plays an essential role within your crisis management. The use of a crisis hashtag is one of the most important parts of your crisis communications.
One of my favorite crisis bloggers, Kim Stephens, recently published an interesting summary of two reports by Project Hazards Emergency Response and Online Informal Communication (HEROIC), on their research around the use of Twitter by officials in the Boston Marathon Bombings. There are many aspects of these reports that are very interesting, but the thing that struck me the most was the inconsistency of hashtag use, across the board, during the week of events that followed the Marathon Bombings....
Absolutely essential crisis strategy and potential weakness in the throes of the Boston Marathon crisis. Recommended reading for crisis managers everywhere!