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Social Media Response Guide from UCLA

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UCLA's Social Media Response Guide {FLOW CHART}

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Social Media Response Guide from UCLA

  1. 1. Report as spam or remove and respond to the owner with a standard message per your department or organizations guidelines. Social Media Response Guide Additional questions or help? Please visit socialmedia.ucla.edu or contact Mike Takahashi - mtakahashi@support.ucla.edu UCLA Marketing & Special Events – Digital v1.0 Last updated 6/26/12 Is the post a rant, joke, or intended to ridicule or satarize? Correct the facts in a follow- up comment/post and link to information if possible. Is it within your area of knowledge or expertise? Avoid the temptation to respond. Instead, direct your response to the appropriate channels. Provide assistance by taking reasonable action to fix the issue and let them know that action was taken. Avoid responding to these posts and continue to monitor the situation. If it deteriorates, report it to your supervisor. Consult with the Office of the Campus Counsel as to appropriateness of removal of the post and taking further action. Istheauthora‘troll’? (someone being mean or continuously causing trouble) Does it contain incorrect facts that are related to UCLA? Can you help? Refer to someone who can and follow up as needed. A post is made on your site. Is it positive? NO NO NO NO NO YES YES Is it spam? Is it UCLA-related or relevant to your site or topic? NOYES NO NO Respond according to UCLA’s Social Media Guidelines. YES YES YES YES

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