1. Social Media Response Flowchart
Someone's found a posting or
comment about you or your
organisation. Is it positive?
You can concur with the
post, let stand, Was the posting found on a
encourage or provide a site dedicated to degrading
positive review. brands and products?
Do you want to
respond? Avoid responding to
specific posts. Continue
to monitor that site for
Is the posting a rant or relevant information
joke that is satirical in
nature ?
Let the post or
comment stand
without
response Respond with Factual
information directly on
Reinforce Are there erroneous or comment board or wall.
positivity misguided facts in the (See guidelines left)
posting?
Always
Remember
Take ample Report the situation or
time to create comment and reply
good responses Is the posting a result of a
negative experience had by a with consideration.
customer ?
Cite your
sources with
links or video
You should disclose Base response on present
your affiliation circumstances, prominence of
customers and site influence
Respond in a tone that
reflects your company
positively