*When I first posted this chart back in 2014, the social media environment was a very different prospect!
I had no idea how popular it would be with comms pros.
People have sent me tweets showing photos of it pinned on office walls, and still people regularly tell me it’s be useful.
Cheers to everyone who has shared and used it.
It’s very simple but the principles hold up, even as the world changed around it.
Read ‘Dealing with negative social media comments’ for more advice on answering your audience on social media, or just read the chart below!
Hel
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Social media flow chart for responding to your audience
When going on holiday and handing over a social media account or talking to a new member of staff, it can be handy to show a rough a ‘guide to responding to social media comments’.
Years of being a social media manager, and running social media training workshops, for comms pros helped me devise my own guide, which I share with you in this post.
Hopefully, you or someone in your team will find this social media flow chart handy.
If you think it’s useful, you can download a PDF.
I have split up the kinds of comment you’ll get into five categories – complaint, attack, query, compliment, and chat.
If someone has gone to the trouble of talking to your brand online, this helps you to consider what response you should reply with (it’s SOCIAL media after all).
If you’d like comms inspiration and lessons, members of Comms Creatives Academy get access to ALL our courses on creativity, writing, storytelling, social media, comms strategy and content that is unboring and makes an impact.
