Crisis Communications / Bad-Review Response Kit

Prepare a crisis comms kit for {{COMPANY}}: 1) Severity levels (1 minor bug → 4 trust/safety/legal event) with response- time SLAs, decision owners, and channels per level. 2) Templates: public status incident (what happened, impact, what we're doing, next update time — no promises beyond certainty, no jargon), "taking responsibility" vs "investigating" framing guidance, support canned replies that don't sound robotic, refund/goodwill policy tiers. 3) Negative review responses (app store/G2/social): public reply structure (acknowledge, specific not generic, take offline, fix then report), 6 examples across angry/confused/spam-review cases; tone: human, no corporate-speak, never argue facts publicly. 4) Social media comment rules during storm (correct record once, don't feed trolls, escalate threats). 5) Internal: employee posting guidance, exec holding statement for press, legal escalation triggers. 6) Postmortem communication (blameless, concrete changes, timeline of prevention) and trust-rebuilding follow-up. ================================================================================ END OF VOLUME 4 · 22 PROMPTS ================================================================================