Social Media Response Flow Chart

by laura bergells on Jan 22, 2010

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Base on the Air Force Blog Assessment Flow Chart, this was my most requested slide from 2009, as sited here:...

Base on the Air Force Blog Assessment Flow Chart, this was my most requested slide from 2009, as sited here:

http://bergells.com/my-most-requested-social-media-slide-of-2009

It is a response flowchart for social media mentions.

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Social Media Response Flow Chart — Presentation Transcript

Social Media Mentions.
You have found a post about you or your brand. Is it positive?
ASSESS
NO
YES
Congenial
Positive, Agreeable Truthful Post.
Will you respond?
Trolls.
Does the poster consistently rant, ridicule, or degrade?
Monitor Only.
Avoid responding. Monitor for info & comments.
YES
Response Considerations:
- Influence
- Timeliness
- Transparency
- Tone
- Sourcing
NO
Let it Be.
No response.
NO
Fix the Facts.
Respond with factual information.
Misguided.
Are there factual errors in the post?
YES
YES
EVALUATE
NO
Unhappy.
Does the post describe a negative experience from a Stakeholder?
Restoration.
Fix the problem. Respond & act on a reasonable solution.
YES
NO
Final Evaluation.
Base response on present info, site influence, & stakeholder prominence.
Reach Out.
Engage with positive posters.
RESPOND

Social Media Response Flow Chart

by laura bergells on Jan 22, 2010

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Social Media Response Flow Chart — Presentation Transcript