Listening, monitoring and responding
Listening, monitoring and responding to posts are essential tasks when managing social media sites.
Listening and monitoring
A WSI/OTEN presentation
Response flowchart
A WSI/OTEN presentation
The basics of online listening
How do you go about starting a social media program? First things first, you need to see what's being talked about already. This video show's you where to begin listening.
How to manage negative or controversial online conversations
What happens when there is negative feedback on your social media site? How do you deal with it? This video guides you through the steps required to effectively respond to negative or controversial comments on your official department social media account.
WSI/OTEN Resources
Response flowchart (.pdf, 383 KB)
Four key considerations (.pdf, 40 KB)
This one page identifies four key considerations for posting and responding to social media.
Handling negative comments (.pdf, 22 KB)
A one page issues management response wheel for handling negative comments
Breach of policy (.pdf, 93 KB)
Other Resources
Breach of disclaimer in WSI