Social Media Response Flow Chart
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THE OHIO STATE UNIVERSITY MEDICAL CENTER Social Media Response Content Posting Has someone discovered content about your organization? Is it a positive posting? “Trolls” Is this a site dedicated to bashing and degrading others? “Rager” Is the posting a rant, rage, joke, ridicule or satirical in nature? “Misguided” Are there erroneous facts in the posting? “Unhappy Customer” Is the posting a result of a negative experience from one of our Stakeholdeers? YES NO NO NO NO NO Concurrence A factual and well cited response, which may agree or disagree with the post, yet is not negative. You can concur with the post, let it stand or provide a positive review. Do you want to respond? Let Post Stand Let the post stand — no response. Monitor Only Avoid responding to specific posts, monitor the site for relevant information and comments. Fix the Facts Respond with factual information directly on comment board. (See 5 Social Media Response Considerations below.) Restoration Rectify the situation, respond and act upon a reasonable solution. (See 5 Social Media Response Considerations below.) Share Success Proactively share your story and your mission with the blog. (See 5 Social Media Response Considerations below.) Final Evaluation Base response on present circumstances, site influence and stakeholder prominence. Will you respond? NO YES YES YES YES YES YES YES Timeliness Take time to create good responses, from a few minutes to a day. Sourcing Cite your sources by including hyperlinks, video, images or other reference. Transparency Disclose your Medical Center connection. Influence Focus on the most influential blogs related to the Medical Center. Tone Respond in a tone that reflects the Medical Center’s values. Social Media Response Considerations Assessment Evaluate Respond
description
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.
Transcript of Social Media Response Flow Chart
T H E O H I O S T A T 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 ResponseContent Posting
Has someone discovered content about your organization?
Is it a positive posting?
“Trolls”Is this a site dedicated to bashing
and degrading others?
“Rager”Is the posting a rant, rage, joke, ridicule or satirical in nature?
“Misguided”Are there erroneous facts
in the posting?
“Unhappy Customer”Is the posting a result of a negative
experience from one of our Stakeholdeers?
YES NO
NO
NO
NO
NO
ConcurrenceA factual and well cited response, which may agree or disagree with
the post, yet is not negative.
You can concur with the post, let it stand or provide a positive review.
Do you want to respond?
Let Post Stand
Let the post stand — no response.
Monitor OnlyAvoid responding to specific
posts, monitor the site for relevant information and
comments.
Fix the FactsRespond with factual
information directly on comment board.
(See 5 Social Media Response Considerations below.)
RestorationRectify the situation, respond
and act upon a reasonable solution.
(See 5 Social Media Response Considerations below.)
Share SuccessProactively share your story and
your mission with the blog.(See 5 Social Media Response
Considerations below.)
Final EvaluationBase response on present
circumstances, site influence and stakeholder prominence.
Will you respond?
NO YES
YES YES
YES
YES
YES
YES
TimelinessTake time to create
good responses, from a few minutes
to a day.
SourcingCite your sources by including hyperlinks,
video, images or other reference.
TransparencyDisclose your
Medical Center connection.
InfluenceFocus on the most
influential blogsrelated to the
Medical Center.
ToneRespond in a tone that reflects the
Medical Center’s values.
Social Media Response Considerations
Assessment
Evaluate
Respond
