1.  Purpose Statement

The purpose of this Social Media Policy is to establish clear guidelines for social media engagement and content creation for Pelaia Adventures. This policy is designed to ensure that all social media activities align with our brand values, effectively support our marketing objectives, and foster a positive and engaging online presence. Through consistent, respectful, and inspiring communication, we aim to connect with our community, promote our products, and contribute to the vibrant world of fantasy and adventure storytelling.

2.  Scope of the Policy

Scope of the Policy

This Social Media Policy applies to all individuals representing Pelaia Adventures, including staff, contractors, and approved external collaborators who engage in social media activities on behalf of the company. This policy covers all official social media accounts managed by Pelaia Adventures, including, but not limited to, platforms such as Facebook, Instagram, Twitter, and LinkedIn.

This policy specifically applies to:

• Marketing Functions: All social media activities and content developed, scheduled, and posted as part of Pelaia Adventures’ official marketing and promotional activities.

• Personal Use by Staff: Employees' personal use of social media when referencing Pelaia Adventures or interacting with the company's online communities, including guidelines for maintaining professional and brand-aligned interactions.

This policy does not extend to personal use of social media by employees outside the context of Pelaia Adventures. However, employees are encouraged to be mindful of their association with Pelaia Adventures and to consider how their personal posts may reflect on the company.

3.  Legislation and Codes of Conduct

Copyright Act 1968

All social media content published by Pelaia Adventures, including text, images, videos, and any other materials, must comply with the Copyright Act 1968. Content should either be original, properly licensed, or attributed in accordance with copyright law to avoid infringement. Staff must ensure that any use of third-party content on social media platforms respects copyright ownership and is used with permission.

Competition and Consumer Act 2010 (Australian Consumer Law)

Under the Competition and Consumer Act 2010, Pelaia Adventures is committed to ethical and lawful promotion of its products and services. All social media interactions and advertisements will be truthful, not misleading, and aligned with fair trading practices. Statements on social media should accurately represent the company’s offerings without exaggeration or false claims.

Privacy Act 1988

Pelaia Adventures respects the privacy rights of individuals and complies with the Privacy Act 1988 regarding the collection, use, and disclosure of personal information. Personal data obtained through social media, such as user comments, messages, or shared information, will be handled in accordance with Pelaia Adventures’ privacy policy. Staff are responsible for safeguarding users' personal information and ensuring it is only used in ways that respect their privacy.

Advertising Council of Australia – Social Media and Online Commentary Code of Conduct

The Advertising Council of Australia’s Social Media and Online Commentary Code of Conduct provides ethical guidelines for digital engagement. Staff are expected to adhere to standards that foster respectful, responsible, and accurate communication on social media platforms. The policy prohibits defamatory, derogatory, or offensive comments, ensuring that all online interactions are conducted professionally and uphold Pelaia Adventures’ reputation.

4.  Alignment to Marketing Plan

This Social Media Policy supports and aligns with Pelaia Adventures' Marketing Plan by establishing guidelines that promote strategic growth, customer engagement, and brand alignment across social media channels. The main ways in which the policy complements and advances the Marketing Plan’s goals:

1. Supporting Audience Growth and Lead Generation for Email Sign-Ups

   • The Marketing Plan includes goals to reach 10,000 email subscribers, this policy ensures that all social media interactions and content are consistent with these goals, with posts, comments, and messages acting in accordance with the key legislation as well as maintaining a focus on storytelling and adventure. Additionally, the policy outlines appropriate methods for directing audiences from social media to the email sign-ups while maintaining the best privacy practices for their information, fostering a seamless pathway from social media engagement to subscriber conversion.

2. Promoting Patreon Subscriptions through Exclusive Content and Community Engagement

   • As the Marketing Plan aims to increase Patreon subscriptions by emphasising exclusive content and community benefits, this policy aligns by establishing standards for showcasing premium offerings on social media in a way that’s engaging and ethical. Social media posts will be crafted to highlight the value of Patreon subscriptions, focusing on exclusive insights, updates, and behind-the-scenes content, creating a sense of community and exclusivity that aligns with the desired outcome of attracting 1,000 paying subscribers by 2028 while always being honest and transparent.

3. Establishing a Brand Presence Consistent with Longform Content Strategy

   • The Marketing Plan emphasises the creation of longform content in video and blog formats to build awareness and establish authority in the book series’ genre. This policy supports this goal by providing guidelines on consistent and high-quality content sharing, repurposing, and scheduling across social media channels, in alignment with regular fortnightly newsletters and group promotions. Social media posts derived from this content will be optimised to maintain brand cohesion and consistency across platforms, enhancing the brand’s credibility and audience engagement.

This Social Media Policy is designed to advance the Marketing Plan’s objectives by reinforcing consistent messaging, targeted engagement, and clear pathways for audience growth and conversion. By aligning social media practices with the goals outlined in the Marketing Plan, Pelaia Adventures can ensure that every online interaction contributes to achieving its broader strategic objectives.

5.  Customer Focus

This Social Media Policy is fundamentally customer-focused, with procedures that ensure all interactions meet Pelaia Adventures’ customer service standards and prioritise a positive and engaging experience for audiences. Below are three examples of how the policy maintains a focus on customer engagement, satisfaction, and support:

1. Consistent and Personalised Responses to Customer Interactions

   • In alignment with the customer service standard of providing a personalised and timely response, this policy mandates that all customer comments, messages, and inquiries on social media are acknowledged and answered within designated time frames (9am and 4pm). Each response is crafted to reflect the brand’s tone of cleverness and escapism, enhancing customer experience and ensuring they feel valued and connected to the Wolflock Cases series and world.

2. Encouraging Customer Engagement through Interactive and Insightful Content

   • This policy outlines procedures for regularly posting content that is designed to entertain, inform, and engage the audience. By maintaining a steady flow of engaging content, including behind-the-scenes insights, sneak peeks, and interactive polls, Pelaia Adventures aims to foster a vibrant and responsive community. This approach aligns with the customer service goal of enhancing the customer experience by encouraging participation, sharing, and engagement that makes each customer feel like an essential part of the story.

3. Clear Pathways for Resolving Customer Concerns

   • To maintain a high standard of customer satisfaction, this policy includes a procedure for monitoring and addressing customer feedback or issues raised on social media in a prompt and professional manner. If customers express concerns or dissatisfaction, these are swiftly directed to private messages to handle them personally and with empathy. This focus on prompt and thoughtful resolution enhances customer trust and demonstrates a commitment to addressing their needs, supporting the long-term customer service goal of building positive and lasting relationships with the audience.

By centering interactions around customer engagement, satisfaction, and service quality, this policy ensures Pelaia Adventures meets and exceeds its customer service standards. Through strategic engagement, empathetic response practices, and a commitment to creating a positive experience, Pelaia Adventures reinforces a customer-first approach in all social media activities.

6.  Procedures and Guidelines

1. Online Code of Conduct

Online Code of Conduct for Pelaia Adventures

1. Language Usage

• Tone and Style: Language should always reflect Pelaia Adventures’ tone—professional yet friendly, with a touch of enchantment that resonates with our audience’s love for fantasy and storytelling. Avoid overly formal or technical language, leaning instead towards an approachable, magical narrative, with the exception of when a character is addressing readers directly.

• Positive and Inclusive Language: Avoid any language that could be perceived as exclusive or negative. Use inclusive terms to promote a welcoming environment for all readers, potential subscribers, and community members.

2. Type of Language

• Encouraging and Supportive: Encourage curiosity, imagination, and a sense of adventure. The language should invite engagement and foster a sense of belonging in the fantasy world of Wolflock and other Pelaia Adventures stories.

• Clear and Direct: Ensure clarity, especially when it involves calls to action (e.g., subscribing, engaging, purchasing). Avoid jargon unless it aligns with the fantasy genre and enhances the brand experience.

3. Types of Images

• On-Brand Imagery: Use images that capture the essence of the fantasy genre—enchanted forests, mysterious characters, and intriguing scenes that are relevant to the Wolflock series and the world of Pelaia Adventures. This may also include Victorian style detective and personal items, such as keys and magnifying glasses.

• High Quality Only: Use only high-resolution images to maintain professionalism. Filtered or overly edited images should be avoided unless they align directly with the magical aesthetic. Aim for authenticity with a hint of fantasy.

• Consistency: Images should feel cohesive across platforms and should include specific branded visuals from Pelaia Adventures, such as cover art, themed backgrounds, and character-related visuals where possible.

4. Emojis and Memes

• Emojis: Select emojis that emphasise excitement, wonder, and warmth. Fantasy-themed or imaginative emojis (e.g., stars, books, animals, fairies, witches, etc.) should be used to complement posts.

• Memes: Only use memes that fit the brand’s tone. They should be light-hearted and relevant to the reading and writing community, adding to the user’s experience without detracting from the story’s world. Memes should always align with Pelaia Adventures’ audience interests and respect the fantasy genre. It is permitted that memes that would resonate with our audience but are not visually on brand can be remade using our own resources.

5. Confidentiality of Information

• Customer Privacy: No personal information of customers or subscribers should be shared or hinted at publicly on social media channels. All data should be handled in accordance with the Privacy Act 1988, ensuring the utmost confidentiality and respect.

• Internal Information: Keep all company-related information that has not been publicly disclosed strictly confidential. This includes any behind-the-scenes content that has not been approved for public sharing.

6. Accuracy

• Fact-Checking: Ensure all posts contain accurate and verified information about books, events, or offerings. Double-check all details regarding release dates, pricing, and exclusive content to avoid any misinformation.

• Brand Consistency: Maintain consistency in terms of story accuracy, brand colors, logos, and specific product details (such as book titles and series names) to avoid confusion.

2. Copyright

• Source Verification: Before any content is shared on social media platforms, ensure that all images, quotes, excerpts, or other media used are either owned by Pelaia Adventures, licensed for use, or sourced from copyright-free platforms. For any quotes, excerpts, or images from The Wolflock Cases series or other published works by Rhiannon D. Elton, always confirm proper attribution to the author and copyright holder.

• Attribution of Third-Party Content: For any third-party content (including memes, articles, or images) shared on Pelaia Adventures' social media, ensure explicit permission has been granted by the original creator, or that it falls under fair use or Creative Commons licensing. Clearly credit the creator in the post itself.

• Internal Review: All posts containing third-party content or references should undergo an internal review to verify compliance with copyright standards. This includes checking that any book quotes or promotional images from Rhiannon D. Elton’s works are attributed correctly, with the author’s name and any necessary disclaimers.

• Monitoring and Reporting: Regularly monitor posts to ensure ongoing compliance with the Copyright Act 1968. If a post is flagged for potential copyright issues, remove the content immediately, conduct a review, and address any violations as needed.

3. Creation and Approval of Social Media Posts

Authorised Users: Only designated personnel (At this time, only Rhiannon D. Elton) are authorised to access and post on Pelaia Adventures’ social media accounts. These authorised users include the primary social media manager and any appointed content creators specifically approved by senior management. Passwords and access permissions are managed securely, with restricted access to prevent unauthorised use.

Content Creation Procedure:

1. Content Development: Content ideas are developed based on the organisation’s marketing plan, current campaigns, and upcoming product releases. Each post aligns with Pelaia Adventures' brand guidelines, ensuring consistency in tone, language, and visual style.

2. Research and Drafting: The social media manager drafts posts, ensuring each adheres to copyright, customer focus, and language guidelines. Drafts should incorporate relevant hashtags, links, and visuals that are in line with the brand’s social media strategy.

3. Quote Verification: All quotes, particularly from The Wolflock Cases series or any other works by Rhiannon D. Elton, must be directly verified for accuracy and appropriate attribution to the author, ensuring alignment with copyright standards.

Approval Process:

1. Internal Review: The social media manager or designated content creator reviews all content for accuracy, language, and branding consistency, ensuring compliance with Pelaia Adventures' social media policy.

2. Secondary Approval: Drafted content is submitted to a senior team member for final approval. This individual will check for adherence to the marketing goals, alignment with the content calendar, and relevance to customer interests. (This is going to be another trusted author or Rhiannon the next day after creation to keep their mind fresh)

3. Scheduling and Posting: Once approved, posts are scheduled using the organisation’s designated scheduling tool, aligning with the content calendar to ensure regular and timely updates. (At this time the software is VBout and Only Social)

Post-Monitoring:

• All posts are monitored for engagement and adherence to the policy. Comments, messages, and mentions are reviewed twice daily at 9am and 4pm for quality assurance and consistency with customer service standards.

4. Privacy

Information Collected Through Social Media Pages:

Pelaia Adventures collects limited information through interactions on social media platforms, including:

• User engagement data, such as likes, shares, comments, and direct messages.

• Basic demographic and interest data, accessible via social media analytics (age range, location, general interests).

• Voluntarily provided personal information, such as names, email addresses, and preferences, typically collected through forms for newsletter subscriptions, event sign-ups, or contests.

• Our aim is to make sure our active audience are well known to us and we know their names, postal addresses, emails, and birthdays so we may engage with them on a deeper level with them with their permission.

Use of Collected Information:

The information collected through social media interactions is used to:

• Improve customer engagement by understanding audience interests and preferences.

• Tailor content, product recommendations, and offers based on follower demographics and interactions.

• Build and manage our mailing list to keep followers informed about new releases, updates, and exclusive offers.

• Analyse engagement trends to refine marketing strategies and improve social media content.

Access to Information Collected:

• Only authorised personnel within Pelaia Adventures have access to the information collected through social media. This includes the social media manager, marketing team members, and senior management as needed.

• Access is restricted to ensure data privacy and security, and only team members with a legitimate business need are permitted access.

• Information shared with third-party platforms (such as analytics tools) is anonymised to protect personal identifiers and maintain user privacy.

Access and Correction:

• Followers and users who wish to access or correct any personal information collected through social media can contact Pelaia Adventures through a direct message or email.

• Upon request, users will be provided with details on the information collected, and any necessary corrections will be made promptly to ensure data accuracy.

• Personal information is not stored indefinitely; it is retained only as long as necessary for marketing and engagement purposes, after which it is securely deleted.

5. Management of Feedback and Complaints

Team/Role Responsible for Dealing with Complaints:

• The social media manager, in collaboration with the customer service team, is primarily responsible for handling all feedback, questions, and complaints on social media. In cases where specific expertise is required (e.g., legal or product-related queries), the social media manager may consult relevant departments for accurate responses.

• All team members responsible for responding to feedback are trained in Pelaia Adventures’ customer service standards to ensure consistent, courteous, and professional interactions.

Handling Questions and Concerns Raised from Social Media Posts:

• All questions and concerns raised through social media will be acknowledged promptly, ideally within 24 hours, to ensure followers feel valued and heard, as well as like magic or intrigue has been added to their lives.

• Responses to questions are crafted to be clear and informative, addressing the user’s query fully. If the answer requires further research, a response will be provided indicating that the team is looking into it, along with a timeframe for follow-up.

• For complex concerns or issues requiring private information, the team will invite the user to continue the conversation through direct messaging or email to protect their privacy.

Dealing with Positive Comments/Feedback:

• Positive comments and feedback are acknowledged with gratitude to reinforce the supportive relationship with followers.

• When users share particularly enthusiastic feedback, their comments may be highlighted through "thank you" posts or shared (with permission) as testimonials to showcase customer satisfaction.

• Positive interactions are also documented to identify brand advocates, who can be engaged with further through exclusive offers or features.

Dealing with Negative Comments/Feedback:

• Negative comments are handled with a constructive, empathetic approach, aiming to resolve issues and maintain a respectful tone.

• Public comments expressing dissatisfaction are acknowledged publicly, with an invitation to discuss the matter privately through direct messaging or email. This allows the team to address the issue directly while avoiding prolonged public disputes.

• If the comment involves misinformation, the response will include a respectful clarification. Should the issue be valid, a sincere apology and proposed solution will be provided.

• Any unresolved issues are escalated to senior management for review, ensuring customer satisfaction and helping the business learn from customer experiences to improve future interactions.

6. Management of Unauthorised Content

When employees encounter unauthorised content on social media—such as misinformation, news leaks, confidential information, or other questionable content related to Pelaia Adventures—they are expected to follow this protocol:

1. Report Immediately:

   • Employees should immediately report any unauthorised content to the social media manager or designated point of contact within the company. Reports should include a description of the content, the platform it was found on, and any relevant details (e.g., screenshots, links).

   • For highly sensitive issues, employees should notify senior management directly to expedite the response process.

2. Refrain from Engaging:

   • Employees are instructed not to engage publicly with unauthorised or questionable content under any circumstances. Engaging with the content can inadvertently validate or spread misinformation and may worsen the situation.

   • Employees should also avoid discussing the content on their personal accounts to prevent any association with the company’s response.

3. Escalation and Internal Review:

   • Upon receiving a report, the social media manager will assess the content’s impact and nature. For cases involving misinformation or confidential information, the social media manager will consult with legal, PR, or management as necessary to develop an appropriate response strategy.

   • If the content involves a leak or significant confidential information, the company’s legal team will assess potential actions, such as requesting the removal of the content or issuing a cease-and-desist if the information is damaging or harmful.

4. Response and Correction (if applicable):

   • If the situation calls for public clarification, the social media manager, in coordination with the PR and management team, will craft a response. This response may involve issuing an official statement, posting a clarification, or requesting corrections from third-party sources.

   • In cases of minor misinformation or content unrelated to key company matters, a low-profile response, such as a direct message or comment, may suffice to clarify and resolve the issue.

5. Monitor and Document:

   • After responding, the social media manager will monitor the situation to assess the spread and impact of the content. Continued monitoring helps ensure that unauthorised content does not gain traction and that any further actions can be taken quickly.

   • All reports, actions, and outcomes will be documented internally for reference in future cases and to refine company protocol over time.

7. Security

To protect Pelaia Adventures' social media accounts from threats such as hacking, phishing, and malware, the following procedures and guidelines are established:

1. Secure Login and Multi-Factor Authentication (MFA):

   • All social media accounts must use strong, unique passwords that are updated regularly.

   • Multi-factor authentication (MFA) is required for all social media accounts, ensuring an additional layer of security beyond passwords. Only authorised personnel have access to the authentication devices.

2. Restricted Access:

   • Only designated and trained employees (typically the social media manager and a limited number of approved team members) have login credentials to access the organisation’s social media accounts.

   • Shared passwords are securely stored using a trusted password management tool, reducing the need to share passwords directly.

3. Phishing and Suspicious Links:

   • Employees are trained to recognise phishing attempts, especially emails or messages requesting sensitive information, login credentials, or unfamiliar links.

   • Employees should never click on links or attachments from unknown sources and should report suspicious emails or messages to IT or the social media manager immediately.

4. Regular Monitoring and Alerts:

   • The social media manager is responsible for regular monitoring of account activities, checking for unusual activity, unexpected logins, or posts not authorised by the team.

   • Alerts are set up on each platform (where available) to notify designated staff of any suspicious login attempts or security-related events.

5. Platform and Device Security:

   • All devices used to access social media accounts must have up-to-date antivirus and anti-malware software.

   • Access to accounts on personal devices is discouraged; if needed, personal devices must comply with the same security protocols as company devices.

   • Employees are instructed to log out of social media accounts after use, especially on shared or public computers, to prevent unauthorised access.

6. Software Updates and Security Patches:

   • The social media manager ensures all software, including browsers and apps used for social media, are updated to the latest versions with current security patches applied.

   • Regular checks for platform-specific security updates are also conducted, ensuring all systems comply with the latest security measures from each platform.

7. Incident Response and Recovery:

   • In the event of a suspected breach, the social media manager should immediately change passwords, revoke access where possible, and notify relevant IT or management personnel.

   • The incident will be documented, and a post-incident analysis will be conducted to improve security protocols and prevent future occurrences.

8. Training and Awareness:

   • Regular training sessions are held to educate authorised employees on best practices in digital security, including recognising phishing, identifying suspicious activity, and maintaining secure habits online.

   • Updates on emerging threats are provided to ensure all team members are equipped with current knowledge to protect company accounts effectively.

8. Personal Social Media Use

To ensure that employees’ personal use of social media does not negatively impact Pelaia Adventures, the following guidelines are established:

1. Respecting Professional Boundaries:

   • Employees should clearly separate personal opinions from their association with Pelaia Adventures. When engaging in social media discussions on personal accounts, employees must avoid any statements that may be interpreted as official opinions or endorsements from Pelaia Adventures.

2. Avoiding Conflicts of Interest:

   • Employees should refrain from discussing sensitive business information, strategic initiatives, or internal policies related to Pelaia Adventures on personal social media. This includes information about book projects, marketing plans, customer data, and any other confidential topics.

3. Representing the Brand Appropriately:

   • Employees are encouraged to maintain a positive, respectful online presence in line with Pelaia Adventures’ values. When referencing the company in any way on personal accounts, employees should ensure that their comments or posts do not undermine the brand’s reputation or portray the organisation in a negative light.

   • If employees are in doubt about content that may impact Pelaia Adventures, they are encouraged to consult with management or the social media manager before posting.

4. Use of Company Branding and Content:

   • Employees may not use Pelaia Adventures’ logo, images, or branded content on personal accounts without prior permission. If granted, it should be used in a way that positively represents the company and aligns with the company’s brand standards.

   • Quoting or sharing content from Pelaia Adventures’ social media or website should include proper attribution and follow copyright guidelines.

5. Personal Posts on Work-Related Topics:

   • Employees are advised to avoid discussing specific work matters, company policies, or client interactions on personal social media accounts, even in private groups or discussions, to prevent misunderstandings or breaches of confidentiality.

   • Any instances of sharing or commenting on company-related events should be done thoughtfully and professionally, adhering to the values and goals of Pelaia Adventures.

6. Addressing Issues and Concerns:

   • If employees have grievances or feedback regarding work matters, they are encouraged to address these internally through the appropriate channels rather than on personal social media platforms.

   • Any inappropriate or potentially damaging online comments about the company are grounds for a review and may result in disciplinary action if they are found to impact Pelaia Adventures negatively.

7. Personal Endorsements and Affiliations:

   • Employees should avoid endorsing competitors, similar brands, or any other entities that may pose a conflict of interest with Pelaia Adventures on personal accounts if such endorsements could be associated with their role at the company.

   • Employees should not engage in activities or statements on personal social media that could misrepresent or conflict with the values, ethics, or mission of Pelaia Adventures.

8. Company Support and Guidelines:

   • Employees who wish to promote or share Pelaia Adventures’ official content on personal social media are encouraged to do so in a way that aligns with the company’s brand guidelines. Support and guidance on best practices are available from the social media manager.

By following these procedures, employees can maintain personal social media accounts without affecting Pelaia Adventures’ reputation, ensuring a professional and positive representation of the company in both work-related and personal contexts.

1. Social Media Crisis

In the event of a social media crisis, Pelaia Adventures will follow established procedures to manage, mitigate, and resolve the situation efficiently and effectively. A social media crisis may include any significant issue that threatens the reputation, integrity, or operational stability of Pelaia Adventures, such as major negative publicity, high-profile complaints, or security breaches impacting public perception.

1. Response Times

• Immediate Acknowledgement: Within 1 hour of identifying a potential crisis, an acknowledgment of the issue must be posted to demonstrate that the company is aware and actively addressing the situation.

• Initial Response: A comprehensive initial response should be crafted and published within 2-3 hours after identifying and assessing the crisis.

• Ongoing Updates: Updates will be provided every 2 hours or as necessary until the crisis is resolved, ensuring that the audience is kept informed of progress and next steps.

2. Crisis Response Team and Responsibilities

• Social Media Manager: Responsible for monitoring all platforms, flagging the crisis, and coordinating the initial response. They will draft and post responses, manage audience inquiries, and ensure that messaging aligns with the company’s communication standards.

• Marketing Director (or Equivalent Senior Manager): Takes responsibility for approving initial responses and updates. They also ensure the response aligns with the overall brand messaging and crisis management strategy. If necessary, they may escalate critical issues to executive leadership.

• Public Relations (if applicable) or Senior Leadership: In severe cases, executive leadership or the designated PR representative will approve final statements, address media inquiries, and communicate directly with key stakeholders, such as partners, clients, or investors.

3. Communication Guidelines and Protocol

• Identify the Crisis and Acknowledge Responsibility: If the issue pertains to Pelaia Adventures, the first response will acknowledge awareness of the situation and express the company’s commitment to transparency, accuracy, and resolution.

• Clear and Consistent Messaging: The response will focus on fact-based communication, avoiding speculation or assigning blame. Messaging will be clear, concise, and empathetic, reflecting the company’s values and commitment to integrity.

• Audience Engagement: Address comments, questions, and concerns directly and with empathy, maintaining a respectful and calm tone. This can help prevent escalation and convey a sense of control over the situation.

• Escalation Protocol: In cases where misinformation or high-profile comments arise, the Social Media Manager will flag them for immediate review by the Crisis Response Team, which will determine the best approach to address these comments in a public or private manner.

• Apology and Remediation (if required): If Pelaia Adventures is at fault, a sincere apology will be issued, along with a description of the steps being taken to rectify the situation and prevent recurrence.

4. Internal Communication and Stakeholder Updates

• Internal Staff Briefing: The Crisis Response Team will inform staff of the issue and provide instructions on how to respond to external inquiries. A prepared script may be shared with employees to maintain consistent messaging.

• Partners, Authors, or Patrons, etc.: will receive direct communication through email or phone to inform them of the situation, with reassurances of the company’s commitment to addressing the issue promptly and professionally.

• Regular Updates: As the situation evolves, the Crisis Response Team will provide updates to stakeholders and audiences at regular intervals, noting any resolutions, findings, or improvements.

5. Post-Crisis Review

• Once resolved, a post-crisis review will be conducted to evaluate the crisis response process, identify strengths and weaknesses, and implement improvements to enhance future crisis management.

• A follow-up communication may be shared with the audience to acknowledge the resolution, thank them for their patience, and reinforce the company’s commitment to transparency and trustworthiness.

By adhering to these crisis management protocols, Pelaia Adventures aims to uphold its reputation, mitigate potential damage, and maintain trust with its audience and stakeholders.