I have been presenting quite a bit on the topic of whether or not (and how) an organization should handle negative posts on forums, blogs and social media sites such as Facebook. I recently discussed this topic at Radian6’s “Social 2011” conference in Boston and folks were really interested in how to triage/escalate certain types of issues. So, today in this post, I’d like to provide
one of the best the best visual representation of a triage process I have come across. It is one I use (in adapted format) when training others and presenting.
Here it is: