Good morning. Great article although I tend to believe there are not that many companies with neither a pre-, a during- or a post- crisis plan. Most of them simply enjoying doing the regular stuff, you know, sharing posts, comments, promos, product information, simply sending out information and interacting with their audience in a clear, sunny day.
But when it comes to those days with heavy rain, or thunderstorms, must companies fail to follow a nicely put plan of action. The problem begins on the "listening" side, in which I believe companies do not pay enough attention to things when they start becoming ugly.
A crisis usually doesn't happen overnight and if active listening is being followed, it can be properly handled and even, keept from happening.
I wrote a post about "Active Listening" which I believe could add to your post. Hope you like it.