In preparation for my presentation last week to the members of the PRSA Alaska Chapter, I created an enhanced version of a Social Media Comment Response Chart. The updated version includes three areas of comments: (1) Positive Comments, (2) General Brand/Product/Service Comments with various types of responses required based on the different kinds of inquiries and (3) Negative/Inappropriate Comments from the self promoter and spammer to the abusive commenter and constant complainers. The chart also provides a look at who is involved in responding to the different categories of questions, as well as when to review/research the level of influence of the negative/inappropriate commenter.
I’ll be discussing this chart in detail during my PRSA Webinar on Tuesday, June 28th at 3:00 p.m. ET. The chart is definitely work in progress and it will continue to develop over time. I look forward to your comments and suggestions.
XYZ CO. SOCIAL MEDIA COMMENT RESPONSE CHART