A wide variety of activity happens on branded social pages — good, bad and downright ugly. It’s important to remember that response decisions should be made on a case-by-case basis. Use this quick guide to know when and how to respond to both positive and negative postings. Positive posts are a valuable addition to your brand and should be leveraged as much as possible. Even if you don’t share the post out through the brand’s network, a quick thank you to the publisher strengthens brand loyalty. Negative posts usually fall into one of our 5 profiles. Respond accordingly. And remember to always keep our response guidelines in mind: Establish Credibility, Show Forethought, Be Mindful of Tone, & Be Timely.