Online Resource of the Month: A quick guide to answering people on social media, from Social for the People

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Dealing with feedback on social media can be daunting, particularly if you’re new to a particular social platform, or new to an organisation and not yet fully familiar with its issues.

I really like this ‘answering people on social media’ chart from Social for the People; it’s a clear, simple flowchart that lays out steps for handling each of the different kinds of comments that an organisation is likely to get on social media.  You can get a printable pdf, and it’s also something that you could customise for your own organisation. Very handy for training new staff, supporting a handover or cover period, or just for a reminder of best practice for yourself.

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