As with anything else in social media, it helps to have a plan.
Too often people get excited about the possibilities of social media and the increased engagement it can foster among audiences. They’re right to be excited … as long as they don’t forget that it’s not all unicorns and rainbows.
People are people. What pleases one is sure to tick off another. And it’s only a matter of time before someone uses an innocuous post and uses as a springboard for a special brand of crazy. What do you do next?
The best solution is to work the plan you put in place a long time ago. It helps if that plan comes with a cheat sheet, specifically a social media response triage chart. What is a social media response triage chart? Perhaps Chris Syme defines it best:
A social media response triage is an “if this, then that” flow chart housed in your social media policy that will help you make wise decisions on whether an event is escalating to the point where it needs a response.
Essentially, the chart is a road map one might follow when the tough questions come. It’s a easy-to-understand guide of how to respond, if at all, when a response seems necessary.
The following are just a few examples of what a social media comment triage chart might look like. Feel free to add others in the comments below.