Page 16 - DB Crisis Management Guide

Social media has drastically changed the landscape of crisis management, and in today’s world the general
public can easily discover and spread information around. This is particularly concerning when a crisis or any
type of negative news occurs. For example, a video can reach more than 10,000 views and an article can be
shared thousands of times through Facebook and Twitter … all in less than 24 hours. Because of this, the
impact social media plays when it comes to managing and responding to a crisis is significant and can be
game-changing if not handled correctly in the “FIRST 5 MINUTES” of the crisis.

DAVE & BUSTER’S TAKE ON SOCIAL MEDIA

 Social media is a full-time responsibility, and reputation management is your number one task.
 Your store’s social media account is not your personal account – Dave & Buster’s is a national brand and
what you post on your local pages is a reflection of our company. By having social media pages, you’re
accepting the role of customer service.

 The corporate guidelines must be followed, including all updates in the Marketing News Alert.
 Guest comments – Reply to Guests within 24 hours in a helpful and friendly way. It is never okay to delete a
Guest’s post without direction from WHQ.
 If you do not know the best way to reply to a comment, contact HR for assistance.

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