What’s the best way to deal with social media interactions, especially from a service point of view? Are there a set of rules to follow when dealing with an unsatisfied response and/or comment if it’s directed at a company or institution that serve thousands or possibly millions? No, but having a guideline can always help, something like a list of directions or an illustrated road map of suggestions.
Take, for instance, the social media flowcharts pointed out by the LiBeck Integrated Marketing blog. Essentially, these charts provide step-by-step instructions on dealing with social media response to a number of well known entities. Institutions like the United States Air Force, Ohio State and Dell, all of which are incredibly large entities — especially the USAF and Dell. These charts were first pointed out by Charlene Li, and the LiBeck post is based on follow-up research.
The chart leading this post in an example of the format used by most of these groups, for lack of a better word. There are instructions on how to deal with both praise and comments that would be considered less than complimentary. Some suggestions call for simple monitoring, while other recommend correction if necessary. An example of the Air Force’s chart:
The post also provides a link to the USAF’s PDF on various response scenarios. Most of the institutional flowcharts are based off of the generic model in the lead image, although the wording is obviously changed to me more personalized.
The LiBeck post has examples of quite a few of these charts from many different organizations, including Pfizer-Canada, the YMCA of Metro Chicago, and the American Society of Civil Engineers, and they all do look useful, if not stocked with common sense scenarios. However, we all realize the nature of social media, and there are far too many examples to illustrate just how volatile it can be. Hence the existence of these charts.
With that in mind, would you consider using one for your company, institution, or other organization — or, use it to guide your own personal social media use?