Manual de gerenciamento de crises em mídias sociais: uma proposta de conteúdo para o Instituto Federal de Educação, Ciência e Tecnologia do Triângulo Mineiro (IFTM)

Abstract

Crises can be predicted. When not foreseen, they can be prevented. With the advent of digital technology, new ways of communicating have emerged. Borders have been shortened with the internet. Social media brought people together and strengthened relationships with organizations from the most diverse segments. With the ease of technologies, overexposure emerged. And, also, the empowerment, not only of companies and service providers, but mainly of consumers. They can follow their favorite brands and charge postures and placements. And in this scenario, image and reputation crises have become more susceptible to happen. In the digital sphere, information circulates at a fast and surprising speed. Therefore, crises can happen and, depending on the facts and their management, be irreversible to the organization. How does the Federal Institute of Education, Science and Technology of Triângulo Mineiro (IFTM) manage its social media in terms of crisis management? In view of the data collected, situations of threat and crisis and institutional unpreparedness on the theme, a Crisis Management Manual for the organ's Social Media is structured, presenting it and pointing it out as a solution to the results found.