Community Management Crisis Management in Communities 1

Question 1

What is a 'community crisis' in the context of online communities?

Accepted Answer

A situation where conflict, misinformation, or negative events significantly disrupt community trust or safety

Answer

A community crisis is any event that threatens the trust, safety, or cohesion of the community and requires immediate management.

Question 2

What is the first priority when a crisis erupts in an online community?

Accepted Answer

Acknowledge the situation and communicate clearly and quickly with members

Answer

Prompt, transparent communication during a crisis prevents misinformation from spreading and shows members that the issue is being taken seriously.

Question 3

What is a 'dark post' strategy in community crisis communication?

Accepted Answer

Targeted communication sent only to affected members to address issues privately

Answer

Dark posts allow community managers to communicate with specific affected groups without broadcasting sensitive details publicly.

Question 4

Which approach is recommended when handling misinformation spreading within a community?

Accepted Answer

Address it directly with accurate information from a credible source

Answer

Countering misinformation with clear, credible facts prevents it from taking hold and shows the community manager's leadership.

Question 5

Why should community managers avoid responding in anger during a crisis?

Accepted Answer

Emotional responses can escalate conflict and damage the brand's credibility

Answer

Calm, measured responses maintain authority and prevent the situation from escalating further, protecting community trust.

Community Management Practice Test