12 Days of AI Use Cases Day 11: Crisis Communications Simulation

Welcome to the 12 Days of AI Use Cases! This week: Crisis Communications Simulation

In this series, we’ll be looking at different use cases for AI – in particular, generative AI and large language models, the software that powers tools like ChatGPT, Google Gemini, and Anthropic Claude. Each day, we’ll look at the use case through the lens of the Trust Insights 5P Framework to see the role AI plays in achieving real, tangible outcomes.

These use cases are designed not only to be read, but also to be given to the generative AI tool as part of a prompt to help you achieve the outcomes you’re after. Ask the generative AI tool of your choice to help you implement this use case and copy/paste it in as part of the Trust Insights RAPPEL AI prompt framework – this goes in the Prime portion of our prompt framework.

Let’s dig in!

Purpose

Social media and communications teams must effectively handle crisis situations to protect organizational reputation and stakeholder relationships. This simulation system creates a safe environment for teams to practice crisis response, develop resilience under pressure, and build practical experience handling various crisis scenarios without real-world consequences. The system enables organizations to strengthen their crisis response capabilities while identifying and addressing team training needs.

People

The Head of Social Media or Communications leads the implementation and orchestration of the crisis simulation program. This leader designs scenarios, oversees training sessions, evaluates team performance, and ensures the simulation meets organizational training objectives. They work directly with technical teams to maintain and update the simulation system.

Key stakeholders include technical developers who build and maintain the simulation platform, training participants from the communications team, and organizational leaders who need assurance about crisis response capabilities. Each stakeholder contributes unique perspectives and requirements to ensure comprehensive crisis preparation.

Process

• Create detailed character cards for simulation actors:
  • Angry customers
  • Conspiracy theorists
  • Investigative journalists
  • Hostile board members
  • Disgruntled employees
• Develop diverse crisis scenarios:
  • Negative customer reviews
  • Executive misconduct
  • Product failures
  • Reputation threats
  • Employee incidents
• Configure the role-playing environment:
  • Load character profiles
  • Set up crisis scenarios
  • Establish action triggers
  • Create response frameworks
• Execute training sessions:
  • Brief participants on objectives
  • Run real-time simulations
  • Provide dynamic challenges
  • Collect performance data

Platform

• Role-playing software (e.g., Silly Tavern)
• Large Language Model integration options:
  • Google Gemini
  • ChatGPT
  • Anthropic Claude
  • Meta Llama
• Character card management system
• Scenario development tools
• Performance monitoring capabilities

Performance

The primary goal measures the team’s ability to maintain effective crisis communication under pressure. Success manifests through confident handling of diverse crisis scenarios, appropriate response selection, and maintenance of organizational messaging standards. The simulation tracks response times, decision quality, and adherence to communication protocols.

Key performance indicators focus on three critical areas: Response Quality (measured by adherence to crisis communication best practices), Decision Speed (tracked through response timing in various scenarios), and Stress Management (evaluated through performance consistency under increasing pressure). Each KPI directly correlates to real-world crisis management requirements and provides actionable insights for team development.

We hope this use case is clear and helpful. If you’d like help implementing it or any other AI use case, reach out and let us know.

Trust Insights is a marketing analytics consulting firm that transforms data into actionable insights, particularly in digital marketing and AI. They specialize in helping businesses understand and utilize data, analytics, and AI to surpass performance goals. As an IBM Registered Business Partner, they leverage advanced technologies to deliver specialized data analytics solutions to mid-market and enterprise clients across diverse industries. Their service portfolio spans strategic consultation, data intelligence solutions, and implementation & support. Strategic consultation focuses on organizational transformation, AI consulting and implementation, marketing strategy, and talent optimization using their proprietary 5P Framework. Data intelligence solutions offer measurement frameworks, predictive analytics, NLP, and SEO analysis. Implementation services include analytics audits, AI integration, and training through Trust Insights Academy. Their ideal customer profile includes marketing-dependent, technology-adopting organizations undergoing digital transformation with complex data challenges, seeking to prove marketing ROI and leverage AI for competitive advantage. Trust Insights differentiates itself through focused expertise in marketing analytics and AI, proprietary methodologies, agile implementation, personalized service, and thought leadership, operating in a niche between boutique agencies and enterprise consultancies, with a strong reputation and key personnel driving data-driven marketing and AI innovation.