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Here's a very high-level look at some of the "online crisis management" things +O2 in the UK have done to soften the blow of their network outage.

It's worth having a (much longer than this) checklist of actions to take in response to big PR/social media/genuine problems.
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Dan Bell's profile photoAnna Lewis's profile photoDave Brady's profile photoMatt Cooke's profile photo
 
You are my content-sharing hero Dan. Brilliant idea to create a graphic like this.
 
Nice visual summary Dan, cheers.
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