Social Media Crisis Management Market Analysis

Service Type (Crisis Communication Services, Monitoring and Alerting Services, Consulting Services, Reputation Management Services, Data Analytics and Reporting Services, Training Workshops)

The crisis communication service segment is estimated to account for social media crisis management market share of more than 26% by the end of 2037 due to a rising emphasis on brand accountability on social media accounting. Social media activism can derail the goodwill of a brand in times of crisis and the crisis communication segment is focused on the strategic dissemination of information to shield an organization’s reputation and limit any potential damage. The segment is critical in formulating strategies for how governments, personal brands, businesses, and other entities manage public relations challenges in social media platforms.

Technological improvement in the response time of social media monitoring tools drives the growth of the segment. Additionally, a public relations crisis requires effective stakeholder communication for which businesses seek professional crisis communication services. For instance, in October 2023, Adfactors PR was hired by WOW Skin Science to drive their PR mandate.

The monitoring and alerting services segment is projected for a considerable growth during the forecast period. The crux of effective social media crisis management is robust monitoring and alerting services. Social media is flooded with vast amounts of user-generated content and misinformation can become viral at any given point of time. Companies leverage monitoring and alerting services to take pre-emptive action in the event of a crisis. Monitoring services also effectively map the engagement rate in social media platforms for a brand and help in preparing marketing strategies. Key social media crisis management market players are looking to invest in technology and collaborations to improve the efficacy of monitoring tools. For instance, in April 2024, the social listening and AI-powered analytics platform Talkwalker announced that was acquired by Hootsuite.

End user (Government & Public Sector, Healthcare, Media and Entertainment, Financial Services, Retail and E-Commerce, Hospitality & Travel, Manufacturing & Industrial, Others)

The government and public sector segment in social media crisis management market is projected to register a staggering CAGR during the forecast period. The use of social media crisis management services is poised to increase for government and public sector organizations due to the sensitive nature of operations and the high stakes in public perception. A gaffe by a government in social media can have large-scale implications that have to be managed in due time leading to demands for crisis management solutions.

With discourses on social media impacting group decisions, governments across the globe have been increasingly hiring agencies to manage their social media. For instance, in 2020, the UK government launched the Eat Out to Help Out campaign to help businesses during COVID-19 offering 50% off on food and non-alcoholic drinks in participating businesses.

Our in-depth analysis of the social media crisis management market includes the following segments