“We hear/read/see reports about this or that, we are working on it, we cannot confirm it yet, but as soon as we have news….”
This prevents escalation. Problems with cars are often solved by manufacturers with massive recalls. Although this may seem like a crisis: with good communication, in most cases it does not affect customer satisfaction.
Set up your own home base, in the form of an online news center. Usually this brother cell phone list is your own website with the current and official state of affairs. Refer to it in social media.
6. Inform & keep informed
Give the information you can and want to give and refer to an upcoming press conference, for example. Informed waiting tweeters are less emotional than uninformed tweeters. People know that you are working on it and not 'dozing' somewhere.
7. Think before you speak
Don't let your own emotions carry you away. Sometimes it really means walking a tightrope when attacking the man/woman. For example, if you as mayor receive biased tweets, bite your tongue for a while.