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Listen, Engage, Respond: Crisis Communications in Real-Time
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Listen, Engage, Respond: Crisis Communications in Real-Time [Kindle Edition]

Chris Syme
4.0 out of 5 stars  See all reviews (5 customer reviews)

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Book Description

Think you are immune from a social media crisis? Think again.

Learn the three steps to staying on top of your online reputation: listen, engage, respond.

A process-oriented, no-nonsense guide on how to integrate social media into your crisis communication plan. From CKSyme Media Group (, an experienced social media crisis/reputation agency, this step-by-step manual covers social media monitoring tools, advanced social media content strategies that build loyalty, and a comprehensive crisis communication template for any size organization. Full of resources and case studies, this guide will become a go-to resource for your organization's success. Original version published in 2012--a book ahead of its time

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Editorial Reviews

From the Author

I wrote Listen, Engage, Respond to be used as a manual. It's unlike many other books in that it is packed with practical advice and step-by-step instructions on how to use social media to build a reputation and a corps of loyal advocates that can shield you in a crisis. It covers monitoring (Listen), loyalty strategies in social media (Engage), and includes a comprehensive 10-point crisis communications plan. If you like it, please share it with others.

About the Author

Chris Syme has over 25 years experience in the communications industry and is principal at, a consulting firm in Bozeman, Montana. Her agency specializes in real-time  communication strategy, including reputation and crisis, social media, and media training. 

Chris is the current chairman of the CoSIDA (College Sports Information Directors of America) New Media/Technology committee. She is a former Communications Associate at Montana State University Athletics and Eastern Washington University Athletics. Chris was the engineer of a successful reputation recovery effort at Montana State that was showcased in Athletic Management Magazine. She is a featured contributor to Social Media Today, Montana Business (dot-com), BlogHighEd, Alltop, and writes a popular blog on her website ( as well. Chris partnered with CASE (Council for Advancement and Support of Education) in 2011 to conduct seminal research on how higher education institutions use social media in a crisis. She is a frequent conference presenter on the national stage. She and her husband live in Bozeman, Montana.

Product Details

  • File Size: 211 KB
  • Print Length: 52 pages
  • Publication Date: May 18, 2012
  • Sold by: Amazon Digital Services, Inc.
  • Language: English
  • ASIN: B0084O9OJC
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Lending: Enabled
  • Enhanced Typesetting: Not Enabled
  • Amazon Best Sellers Rank: #984,164 Paid in Kindle Store (See Top 100 Paid in Kindle Store)

Customer Reviews

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3 of 3 people found the following review helpful
Format:Kindle Edition
If your organization is doing work that matters, it is almost inevitable that at some point it will experience a crisis. In this era of social media, a crisis can blow up quickly. At the same time, social media allows for a crisis to be dealt with swiftly and effectively. Chris brings this home in her e-book, "Listen, Engage, Respond. Crisis Communications in Real-Time."

In a way that is applicable for any organization, Chris addresses the importance of planning for a crisis now . With her unique expertise and insight, she lays out the proper strategies to effectively engage a crisis online. This topic is something the best organizations are addressing. Today. Utilize this resource Chris has put together. When the day comes, those invested in the success of your organization will thank you.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Smart, Practical & Up-to-Date May 21, 2012
Format:Kindle Edition
Chris Syme has written a smart, practical, up-to-date guide to preparing for the worst. In a crisis, things will likely happen so fast that your crisis communications plan will be useless. But the planning that went into creating it won't be. That's where Chris's advice really shines: in fact, if you follow her first steps--Listen, then Engage--you'll be much better prepared for your day-to-day communications and your organization will benefit from your work, even if you never have to deal with a real emergency.

One of the most important elements of this e-book is the way Chris Syme weaves social media into every aspect of planning and response. We know from our research with colleges and universities that .edus have not incorporated social media into their crisis communications planning. If they follow the advice in Listen, Engage, Respond, they will. One of the reasons that I appreciated this book is that Chris Syme realizes that Twitter or Facebook are essentially useless in a crisis unless they have been established as "official" communication and engagement channels (long before) before the crisis occurs.

The book offers a multitude of resources and links to additional material, systems, training, and insights. Read this now and start putting the suggestions into practice--before a crisis hits.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Must Read For A School Person May 22, 2012
Format:Kindle Edition
If you work at a school and are responsible for creating, distributing, or monitoring communications during a crisis you need to read this eBook!

Social media has changed the way we communicate and interact with one another and a failure to pay attention to this communication channel could be costly. Chris Syme does a wonderful job of mixing theoretical information and practical tips to help you 'listen, engage, and respond' during a crisis.

Chris's writing style is light, direct, and to-the-point which makes for a very easy read. I also value this eBook because of all the additional resources that she mentions in the book. I plan to keep a copy handy to use as a reference and encourage you to do that same.
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5.0 out of 5 stars Excellent Resource May 24, 2012
By JanieJM
Format:Kindle Edition
Listen, Engage, Respond is an excellent resource for anyone who has to prepare crisis plans, manage a crisis in the digital age and/or simply understand the realities of crisis communication in the digital age. Chris' analysis and thinking around loyalty and influence models is excellent. A fresh new approach that deserves a thorough read and implementation. I particularly liked the way the e-book is constructed and how she has organized the many excellent resources in each section. I highly recommend the book - read it and apply the principles that are outlined. Jane Jordan-Meier, Author and Crisis Coach The Four Stages of Highly Effective Crisis Management: How to Manage the Media in the Digital Age
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1.0 out of 5 stars Glossed over generalities February 9, 2015
Format:Kindle Edition|Verified Purchase
Doesn't really give much info behind Comm 101 textbook points. Invest in a more in depth book that will really give you the nuts and bolts details.
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More About the Author

Now available: Chris' new book, SMART Social Media For Authors

Chris Syme has over 20 years experience in the communications industry and is owner of the award-winning agency, CKSyme Media Group. Her agency specializes in social media marketing, virtual assistant services, and digital communication services for self-published authors and higher education. She is a former university media relations professional. Chris is a frequent speaker on the national stage and the author of two books on social media: Listen, Engage, Respond and Practice Safe Social 2.0. Her agency won the 2014 SoMe Award for Social Agency Of The Year. Her new book, SMART Social Media For Authors is available now on Kindle.

Connect With Chris:
Twitter: @cksyme
LinkedIn: ChrisSyme
Author Marketing Blog:


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