Crisis Communication and Reputation Recovery Workflows

Key Takeaways

• Crisis detection requires daily monitoring of reviews, alerts, and social media—most crises start as minor events that escalate due to slow response.
• The ACRO model (Acknowledge, Contain, Resolve, Optimize) provides a structured crisis response framework.
• Acknowledge crises within 4 hours—silence is interpreted as indifference or guilt.
• Reputation recovery takes 3-12 months and requires increased positive content, review solicitation, and community engagement.