STEP 1 · PHASE I - PRE-CRISIS PREPARATION

Monitor & Detect Early Warning Signals

Most crises send warning signals long before they explode - but only professional monitoring systems catch them in time. Sen Media deploys two simultaneous layers of surveillance: Media Clipping (tracking all press coverage related to the brand, competitors, and industry) and Social Listening (measuring conversation frequency, sentiment, top keywords, topics, and channels of mention). Both operate continuously - no downtime, no blind spots.

What's covered:

Media Clipping   |   Social Listening   |   Daily Reports   |   Trend Analysis   |  Competitor Monitoring

STEP 2  ·  PHASE I - PRE-CRISIS PREPARATION

24/7 Crisis Alerting

Not 9-to-5. A crisis can break at 2 a.m. on a Saturday - and those first hours matter most. Sen Media's alert system runs around the clock, ensuring businesses are notified the moment anything abnormal is detected. Our response time ranks among the fastest in the Vietnamese market, powered by a network of 300+ media and press partners.

What's covered:

Alert 24/7   |   Priority Hotline   |   On-Call Response Team  

STEP 3  ·  PHASE I - PRE-CRISIS PREPARATION

Risk Level Classification

Not every piece of negative information is a crisis - and not every crisis calls for the same level of response. Sen Media classifies situations using a 4-level risk matrix: Level 1 (monitor), Level 2 (alert and prepare contingency plans), Level 3 (deploy urgent response), and Level 4 (full-scale crisis requiring all-hands mobilization). Getting the classification right from the start prevents resource waste and avoids overreaction.

What's covered:

4-Level Classification Matrix   |   Spread Velocity Assessment   |   Source Analysis   |   Impact Forecasting

STEP 4  ·  PHASE II - ACTIVE CRISIS MANAGEMENT

Crisis Strategy Consulting & Message Development

This is the step that determines how quickly a brand recovers. One wrong word in the first public statement can take months to undo. Sen Media integrates three elements into every consultation: accurate market assessment (who is saying what, on which channel, and in what tone), precise problem identification (what's the real story, what does the public actually understand), and message design tailored to Vietnamese cultural context. For high-stakes situations, Sen Media's Founder - with 25 years of strategic communications experience - steps in directly.

What's covered:

Situation Analysis   |   Message Design   |   Q&A Preparation   |   Scenario Branching   |   Spokesperson Guidance

STEP 5  ·  PHASE II - ACTIVE CRISIS MANAGEMENT

Multi-Channel Crisis Deployment

The right message only works when it reaches the right people, through the right channels, at the right time. Sen Media executes simultaneous, coordinated responses across multiple platforms - from press (removing or correcting inaccurate content, publishing official statements) and social media (content removal or adjustment, strategic seeding, engagement with key influencers) to relevant government agencies when the situation calls for it. 

What's covered:

Press Article Removal/Correction   |   Social media Seeding   |   Influencer Management    |   Forum Management   |   Government Relations

STEP 6  ·  PHASE II - ACTIVE CRISIS MANAGEMENT

Continuous Information Monitoring & Updates

Crisis management isn't a single action - it's an ongoing process. After each response deployed, Sen Media closely tracks real-world effectiveness: has negative coverage begun to decline, how is public sentiment shifting, is there risk of a new wave of backlash forming? Clients receive regular situation updates so that every next step is grounded in real data, not assumptions.

What's covered:

Real-Time Reporting   |   Sentiment Tracking   |   Ongoing Early Warning   |   Regular Client Updates

STEP 7 · PHASE III - POST-CRISIS RECOVERY

Evaluation & Lessons Learned

The final step is arguably the most important - and the most overlooked. After a crisis has passed, Sen Media conducts a comprehensive post-mortem: what happened, why the prevention system didn't catch it earlier, which responses worked, and what needs to be improved. Everything is synthesized into a customized crisis playbook for each client, turning every crisis into a lasting knowledge asset.

What's covered:

Comprehensive Post-mortem   |   Updated Crisis Playbook   |   Monitoring System Refinements   |   Brand Recovery Plan

Sen Media partners with businesses to detect risk early, 

manage public sentiment, 

and prevent crises before they spiral out of control.