Crisis Management

🎯 Objective:

To outline clear steps for identifying, assessing, and resolving crises involving influencers — such as delayed posts, contract breaches, fake engagement, or reputational risks — while protecting the brand.

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👥 Roles & Responsibilities:

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🛠️ Tools Required:

• Google Sheet – Influencer Campaign Tracker

• WhatsApp/Email – Direct comms with influencer

• Screenshot tools (Snip, Loom, etc.)

• Contract repository (Drive or Notion)

• CRM log or internal Notion notes

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📅 Types of Crisis & Resolution Steps:

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🚨 Case 1: Delayed or Missed Post by Influencer

Symptoms:

• No post published by agreed date/time

Steps:

1. Verify post is not live or story expired.

2. Reach out immediately via WhatsApp/Call.

3. Give a 12-hour grace period (if it’s the first delay).

4. Log delay reason in tracker.

5. Escalate to Marketing Manager if not posted within 24 hours.

6. Apply penalty or reduce payment (as per contract or discretion).

✅ Mark the issue in red on the Influencer Campaign Tracker.

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🚨 Case 2: Breach of Terms (Wrong Hashtags, Wrong Brand Tags, Posting for Competitors)

Steps:

1. Capture screenshot of the violation.

2. Review the contract clause.

3. Contact the influencer politely, asking for:

   • Correction post or story

   • Post deletion (if misalignment)

4. Document response and resolution.

5. Flag to Legal if repeated or reputational.

✅ Consider blacklisting influencer in future.

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🚨 Case 3: Fake Followers or Engagement Detected

Steps:

1. Use tools (Not Just Analytics, Modash) to verify:

   • Sudden spike in followers

   • Poor engagement rate (<1%) despite large following

2. Collect evidence (screens, link to analytics).

3. Hold current/future payments until clarity.

4. Escalate to Marketing Manager for final call:

   • Adjust payment or terminate contract.

   • Do not engage again with influencer.

✅ Update internal Influencer Notes with “Flag: Fake Follower Concern”.

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🚨 Case 4: Controversial or Harmful Posts

Examples:

• Promoting hate speech, offensive humor, political bias

• Negative media coverage

Steps:

1. Alert Marketing Manager immediately.

2. Take screenshots, archive videos/posts for record.

3. If influencer is linked to current campaigns:

   • Pause all paid promotion

   • Consider public distancing statement (if high-risk)

4. Consult with Legal for:

   • Contractual exit

   • Potential PR implications

5. Replace influencer if needed.

✅ Add to “Blacklisted Influencer” list if confirmed.

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📝 Incident Reporting Template (For Internal Use)

Maintain record in Drive → Influencer Issues Log

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📌 Preventive Measures:

• Add stronger clauses in influencer contracts (disclosure, exclusivity, TAT)

• Include a termination clause in case of brand harm or repeated violation

• Do soft background checks before hiring unknown influencers