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Social media flow chart for comms pros

May 29, 2014

* 09/01/21 Social media flow chart – updated for 2021!

When I first posted this chart 7 years ago (and more than 52,000 downloads ago!), I had no idea how popular it would be.

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. 

Read ‘Dealing with negative social media comments’ for more advice on answering your audience on social media, or just read the chart below!




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.

Share this chart with your Twitter network: tweet about this chart.

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 like this chart, you will LOVE our these social media courses.

Whether it’s how to increase engagement on your social media content, writing a social media strategy or getting prepared for a crisis – these workshops and online courses and resources will increase your social. media skills, confidence and creativity.


Hel Reynolds

Hel Reynolds

Author of this post

Hel is social media trainer and boss of Comms Creatives. She has been working in comms since 2005, and has been brushing up her expertise in social media for brands since the good old days of MySpace. She also draws the Comms Cartoons, and is usually attached to a mug of coffee.