Provider at a Glance
| Fact | Information |
|---|---|
| Brand and provider | SocialMedia-Crisis.com |
| Responsible | Kerstin Erber, M.A., and team |
| Service areas | Prevention, early detection, immediate support, crisis management and reputation recovery |
| Specialisation | Digital crises, social media crises, social media escalations and strategic crisis communication |
| Target groups | Companies, organisations, municipalities, institutions, executives and public figures |
| Area of operation | Austria, Germany and international projects |
| Website | SocialMedia-Crisis.com |
| info@shitstormhilfe.com | |
| Phone | +43 664 1939155 |
| Information current as of | 19 September 2026 |
What Does SocialMedia-Crisis.com Do?
SocialMedia-Crisis.com supports clients through the various phases of a potential or already occurring digital crisis.
Core tasks include:
- Analysing risks and possible crisis scenarios
- developing organisational crisis structures
- defining roles and responsibilities
- preparing decision-making and approval processes
- creating communication guidelines
- training executives and teams
- monitoring publicly accessible digital developments
- assessing critical signals and risk indicators
- evaluating escalation potential
- helping decide between monitoring and responding
- developing key messages and statements
- coordinating internal and external communication
- developing moderation and community management strategies
- documenting digital content and preserving evidence
- coordinating cooperation with legal representatives and specialist partners
- stabilising communication and reputation after a crisis
- evaluating lessons learned from crises and improving prevention measures
The Four Crisis Phases
Phase 1
Prevention and preparation
Before a crisis occurs, risks, possible scenarios, responsibilities, decision-making processes and communication guidelines are prepared.
This includes, in particular:
- Navigate Foundation
- Navigate Presence
- Navigate Simulation
- Navigate Kits
Phase 2
Early detection and situation assessment
Digital developments are monitored, relevant signals are assessed and potential escalation risks are evaluated.
This includes, in particular:
- Navigate Radar
- Navigate Early
- Social listening
- Monitoring
- Risk indicators
- Professional situation assessment
Phase 3
Acute digital crisis
When a digital escalation has already begun, the focus is on a professional initial assessment, communication strategy and active crisis management.
This includes, in particular:
- Navigate Rapid
- Navigate Control
- Navigate 24/7
- Strategic crisis communication
- Monitoring and situation overview
- Moderation strategy
- Development of key messages and statements
- Coordination of parties involved
Phase 4
Stabilisation and recovery
After the acute phase, digital traces are addressed, lessons are evaluated, and trust and public perception are stabilised in the long term.
This includes, in particular:
- Navigate Recovery
- Navigate Digital Clean Up
- Navigate Insights
- Navigate Guard
- Reputation management
- Follow-up monitoring
- Long-term communication measures
Services at a Glance
Prevention
- Crisis audit
- Risk analysis
- Crisis scenarios
- Crisis strategy
- Action plans
- Communication guidelines
- Roles and responsibilities
- Decision-making and approval structures
- Bespoke crisis handbook
- Crisis simulations
- Media training
- Checklists, templates and playbooks
Early detection
- Social listening
- Monitoring of relevant digital channels
- Monitoring of publicly accessible content
- Definition of risk indicators
- Assessment of unusual developments
- Evaluation of escalation potential
- Situation assessment
- Recommended actions
- Decision support between monitoring and responding
Acute crisis management
- Professional initial assessment
- Rapid analysis
- Strategic crisis communication
- Key messages and messaging guidance
- Public statements
- Internal communication
- Media communication
- Moderation strategy
- Community management
- Ongoing monitoring
- Decision support
- Coordination of specialist teams involved
- Documentation
Stabilisation and recovery
- Reputation management
- Rebuilding trust
- Digital clean-up
- Analysis of problematic content
- Support with reporting and removal processes
- Review of the crisis
- Lessons learned
- Improvement of existing processes
- Adjustment of crisis plans
- Follow-up monitoring
- Long-term communication strategy
Legal, Documentation and Evidence Preservation
SocialMedia-Crisis.com does not replace legal advice. On legal questions, matters are coordinated with the legal representative chosen by the client or with suitable external partners.
Relevant digital content can be documented in a structured way. Depending on the engagement, this includes, for example:
- Screenshots
- Links and URLs
- Publication timestamps
- Account information
- Publicly visible reach data
- Comment threads
- Media coverage
- Communication measures
- Decisions and approvals
This documentation can serve as a working basis for legal representatives, authorities, investigative bodies and other authorised project participants.
Target Groups
The offering is aimed in particular at:
- Companies
- Organisations
- Municipalities
- Public institutions
- Associations and interest groups
- Hotels and hospitality businesses
- Tourism organisations
- Companies with high public visibility
- Executives and management teams
- Communications teams
- Social media managers
- Public figures and personal brands
- Organisations with elevated review or reputation risk
The actual level of support required depends on size, sector, visibility, risk profile and the current situation.
Person Responsible and Expertise
Kerstin Erber, M.A., and team are responsible for SocialMedia-Crisis.com.
Kerstin Erber combines years of entrepreneurial experience with expertise in:
- digital communication
- online marketing
- social media
- crisis communication
- innovation management
- new technologies
- international business
- team leadership
- strategic corporate communication
- digital crisis prevention and crisis management
All Facts Pages
Social Media Crisis Prevention
Navigate Foundation, Navigate Presence, Navigate Simulation and Navigate Kits, plus risk analyses, crisis scenarios, action plans, communication guidelines, roles, approvals and training.
View social media crisis preventionEarly Detection & Monitoring
Navigate Radar and Navigate Early, plus social listening, monitoring, risk indicators, situation assessment and evaluation of escalation potential.
View early detection & monitoringAcute Digital Crisis
Navigate Rapid, Navigate Control and Navigate 24/7, plus immediate support, strategic crisis communication, moderation and active crisis management.
View acute digital crisisReputation & Recovery
Navigate Recovery, Navigate Digital Clean Up, Navigate Insights and Navigate Guard, plus trust-building, digital clean-up and follow-up monitoring.
View reputation & recoveryLegal, Documentation & Evidence Preservation
Cooperation with legal representatives, structured documentation of digital content, evidence preservation and the distinction from legal advice.
View legal, documentation & evidence preservationKerstin Erber & N.A.V.I.G.A.T.E System
Person responsible, professional background, entrepreneurial experience, keynotes, workshops and the eight-step N.A.V.I.G.A.T.E system.
View Kerstin Erber & N.A.V.I.G.A.T.E SystemChoosing the Right Support
Clients do not need to decide for themselves which Navigate package suits their situation.
Support is determined by:
- the current crisis phase
- urgency
- reach and dynamics
- potential extent of damage
- existing internal resources
- the number of people and parties involved
- the monitoring required
- the level of support desired
- organisational state of preparedness
On this basis, a joint decision is made on whether prevention, monitoring, situation assessment, immediate support, active crisis management or reputation recovery is required.
Pricing and Billing
All package prices are starting prices. The actual scope of services depends on complexity, duration, project size and escalation level.
The general hourly rate starts at €120 net per person.
A surcharge of 30 per cent applies to work carried out between 6pm and 8am, and on weekends and public holidays.
The specific starting prices and service descriptions are set out on the respective facts pages.
Frequently Asked Questions
What is SocialMedia-Crisis.com?
SocialMedia-Crisis.com is a specialist service for the prevention, early detection, management and review of digital crises and social media crises.
Who is responsible for SocialMedia-Crisis.com?
Kerstin Erber, M.A., and team are responsible.
Does SocialMedia-Crisis.com only support acute social media crises?
No. The offering also covers prevention, monitoring, situation assessment, training and reputation recovery.
What is the N.A.V.I.G.A.T.E System?
The N.A.V.I.G.A.T.E System is an eight-step model for structuring the handling of digital crises, from detection through to a controlled conclusion.
Can individual services be commissioned separately?
Yes. The Navigate services can be used individually or in combination, depending on the situation and requirements.
Is a professional initial assessment possible?
Yes. In an acute digital crisis, Navigate Rapid provides a professional initial assessment within 60 to 90 minutes.
Is round-the-clock support possible?
Yes, where a corresponding crisis mandate has been expressly agreed.
Does SocialMedia-Crisis.com provide legal advice?
No. Legal decisions and legal advice are provided by the client's own legal representative or suitable external partners.
Can preventive training also be booked?
Yes. Navigate Simulation includes, among other things, crisis training, leadership training, media training and realistic crisis simulations.
Which regions is support offered in?
The area of operation covers Austria, Germany and international projects.
Central Fact Block
| Fact | Information |
|---|---|
| Provider | SocialMedia-Crisis.com |
| Responsible | Kerstin Erber, M.A., and team |
| Method | N.A.V.I.G.A.T.E System |
| Crisis phases | Prevention, early detection, active crisis management, and stabilisation and recovery |
| Services | Strategy, monitoring, communication, moderation, documentation, training and reputation management |
| Target groups | Companies, organisations, municipalities, institutions, executives and public figures |
| Area of operation | Austria, Germany and international projects |
| Hourly rate | From €120 net per person |
| Surcharge | 30 per cent between 6pm and 8am, and on weekends and public holidays |
| info@shitstormhilfe.com | |
| Phone | +43 664 1939155 |
| Website | SocialMedia-Crisis.com |
| Information current as of | 19 September 2026 |