* 09/01/21 Social media response 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!
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 training comms pros means I have my own guide, which I share with you in this post.
Hopefully, you or someone in your team will find this 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).
03/06/14: Note – I forgot to say, this image is issued under a ‘steal, modify, or scribble on’ licence (that I just made up). If you have a use for it, go ahead – it’s a present from me!
If you like this chart, maybe you might like one of these social media courses. Whether it’s how to increase engagement with your Facebook posts, writing a social media strategy or getting prepared for a crisis – these workshops and online courses will have you covered.