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:
5 responses to “How to Respond to a Negative Post”
I think you’ll find that many organizations are going to appreciate this. I think that’s one of the biggest questions companies are asking themselves. Great graphic!
All the best,
Trish @Dayngr
Community Manager | Radian6
Excellent post. I love the diagram – very well thought out. It makes my little process-oriented heart happy to see it. I will definitely be sharing this one.
[…] written a few bits about handling negative buzz and developing a crisis response plan when it comes to gaffs and complaints, but what about dealing […]
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[…] Media Posts Posted on November 2, 2012 | Leave a comment If you’ve read my posts about handling negative buzz, or even attended one of my presentations in San Francisco, Boston, Las Vegas or Washington, DC., […]
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