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  • Social Media Response Flow Chart

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    OSUMC
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    Flow chart we use to teach people when and how to respond to positive and negative postings in social media. This was adapted from the U.S. Air Force.

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    Flow chart we use to teach people when and how to respond to positive and negative postings in social media. This was adapted from the U.S. Air Force.

    Drepturi de autor:

    Attribution (BY)
    Descărcați ca PDF sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    11K vizualizări1 pagină

    Social Media Response Flow Chart

    Încărcat de

    OSUMC
    Flow chart we use to teach people when and how to respond to positive and negative postings in social media. This was adapted from the U.S. Air Force.

    Drepturi de autor:

    Attribution (BY)
    Descărcați ca PDF sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    din 1

    T H E O H I O S TAT E U N I V E R S I T Y M E D I C A L C E N T E R

    Social Media Response


    Assessment Content Posting
    Has someone discovered content
    about your organization?
    Is it a positive posting?

    YES NO

    Evaluate
    “Trolls” Monitor Only
    Is this a site dedicated to bashing Avoid responding to specific
    Concurrence and degrading others? posts, monitor the site for
    A factual and well cited response, relevant information and
    YES comments.
    which may agree or disagree with NO
    the post, yet is not negative.

    You can concur with the post, let it


    stand or provide a positive review.
    “Rager”
    Is the posting a rant, rage, joke,
    ridicule or satirical in nature?
    Do you want to respond?

    NO Fix the Facts


    NO YES Respond with factual
    information directly on
    “Misguided” comment board.
    Are there erroneous facts YES (See 5 Social Media Response
    Let Post in the posting? Considerations below.)
    Stand
    Let the post stand —
    NO
    no response.

    “Unhappy Customer” Restoration


    Is the posting a result of a negative
    YES Rectify the situation, respond
    experience from one of our
    and act upon a reasonable
    Stakeholdeers?
    solution.
    (See 5 Social Media Response
    NO Considerations below.)
    Respond
    Share Success Final Evaluation
    Proactively share your story and Base response on present YES
    your mission with the blog. circumstances, site influence and
    (See 5 Social Media Response stakeholder prominence.
    Considerations below.) Will you respond?

    YES YES

    Social Media Response Considerations


    Transparency Sourcing Timeliness Tone Influence
    Disclose your Cite your sources by Take time to create Respond in a tone Focus on the most
    Medical Center including hyperlinks, good responses, that reflects the influential blogs
    connection. video, images or from a few minutes Medical Center’s related to the
    other reference. to a day. values. Medical Center.

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