When emergencies hit, the chances are your social media team are likely to be on the front line. They need to be ready to handle customers appropriately. Clarabridge has published an eBook that details essential best practices for planning and implementing social media crisis management procedures.
You will learn how to use social as the primary channel for external crisis communication, how to activity engage all stakeholders to support your crisis plan and provide a useful checklist of steps that have been proven to support crisis management.

You can download it here. https://www.clarabridge.com/resources-support/resources/in-case-of-emergency-6-rules-of-social-media-crisis-management