'Crisis communications' provokes images of fires, floods, cyber-attacks and other major incidents; but increasingly, university crisis comms are reputational incidents that originate, or largely play out, on social media. Student grievances, stakeholder complaints, pile-ons...we've all been there. In this interactive panel session - under strict Chatham House rules - we'll share case studies of when social media crisis comms management went right, when it went wrong, and the lessons we've learned. We'll also think about how we can support staff on the frontline and how on earth to maintain an authentic voice on social platforms in the face of increasing scrutiny.