The Royal Mail team was on a free trial of a social listening tool when a PR crisis erupted. This highlights a critical flaw: crisis management infrastructure must be fully implemented and operational *before* it's needed, as there is no time for setup or contract negotiation once a crisis begins.
The Royal Mail social media crisis escalated because an interim team lacked established processes and tools. This demonstrates that transitional periods, when systems are not fully operational, are times of heightened risk for brand reputation disasters that can catch unprepared teams off guard.
During a Twitter crisis, the Royal Mail team could only watch a flood of complaints on TweetDeck. Lacking tools to manage volume and provide templated responses, they were unable to engage. This transforms a professional team from active responders into helpless spectators during a critical event.