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Creating a Plan to Responding to Comments on Social Media

Updated: Apr 1


As you engage with clients, potential clients and others on your social media pages, it is essential to have a plan in place as to how you – or your team – will respond to comments, messages and other interactions.


Whether it is a negative or positive reaction, comment or message, having a plan in place prevents responses that may not be the best for your brand.


Our Social Media Response Plan template outlines how to monitor your social media accounts, how to respond to comments and feedback, how to answer inquiries and more.

Use the template below as a guide to create a plan for your business. If applicable, share it with employees and create point people to ensure it is followed.


Copy and paste the text below into a text document and edit accordingly. All text in [PINK] are areas to edit and/or fill in, based on your business. If this is a response plan for solely you to follow, adjust the wording accordingly.


[YOUR COMPANY]'s Social Media Response Plan


All posted content and any interactions should maintain a professional tone, stay on topic and be respectful. [YOUR COMPANY]'s social media pages should provide our followers with a place that they can find information without negativity, harassment or spam.


Monitoring

Team members responsible for monitoring are [add team members]. Accounts that need to be monitored are [INCLUDE LINKS TO ALL SOCIAL MEDIA ACCOUNTS]. Please monitor comments, posts, shared content, tags, mentions, messages and requests/new follows

Should any negative comments or content appear, it must be addressed using the guidelines below.

All comments, feedback and interactions should be assessed as negative, positive or neutral.

Positive Feedback

All positive feedback should be responded to. Here are a few examples of responses that are acceptable:


[INSERT 4-5 EXAMPLES OF SCRIPTED RESPONSES TO DIFFERENT TYPES OF FEEDBACK YOU ANTICIPATE RECEIVING, BASED ON PREVIOUS INTERACTIONS.

EXAMPLES YOU CAN INSERT. “THANK YOU SO MUCH FOR YOUR FEEDBACK! IT IS CLIENTS LIKE YOU THAT REMIND US OF WHY WE WENT INTO BUSINESS!”]


When using any of the scripts above, please be sure to personalize and mention the name of the person and @ them if possible. This avoids us looking scripted and automated.

[OPTIONAL >] Before posting a response, you must gain approval from [INSERT APPROVAL CONTACT] You can do this by [INSERT HOW- EXAMPLE: SENDING A SCREENSHOT OR SCREENGRAB] to [INSERT CONTACT PHONE NUMBER OR EMAIL ADDRESS]


Neutral Feedback

Suggestions: If suggestions are made by followers or other users, please inform [INSERT CONTACT] A copy of this suggestion should go in our suggestion spreadsheet stored [INSERT WHERE IT IS STORED – HIGHLY RECOMMENDED TO SAVE AND TRACK THESE TO MAKE IMPROVEMENTS AS NEEDED. IF YOU MAKE AN IMPROVEMENT BASED ON THEIR SUGGESTION, BE SURE TO LET THEM KNOW]

Here are a few examples of responses that are acceptable when a suggestion is made:

[INSERT 4-5 EXAMPLES OF SCRIPTED RESPONSES TO DIFFERENT TYPES OF FEEDBACK YOU ANTICIPATE RECEIVING (BASED ON PREVIOUS INTERACTIONS).

EXAMPLE YOU CAN INSERT: “THANK YOU SO MUCH FOR YOUR FEEDBACK! WE WILL TAKE YOUR FEEDBACK INTO CONSIDERATION.”]


When using any of the scripts above, please be sure to personalize and mention the name of the person and @ them if possible. This avoids us looking scripted and automated.


[OPTIONAL >] Before posting a response, you must gain approval from [INSERT APPROVAL CONTACT] You can do this by [INSERT HOW- EXAMPLE: SENDING A SCREENSHOT OR SCREENGRAB] to [INSERT CONTACT PHONE NUMBER OR EMAIL ADDRESS].


Questions: When followers, clients, customers or other users ask questions about the company, products, or make inquiries about recruitment or advice, we should respond. Let’s use these attempts to engage with our followers and create a welcoming environment. We want to encourage them to reach out and engage with us as much as possible.


SPAM:

Any spam of any kind will be immediately deleted. Before deleting, you must gain approval from [INSERT APPROVAL CONTACT]. You can do this by [INSERT HOW- EXAMPLE: SENDING A SCREENSHOT OR SCREENGRAB] to [INSERT CONTACT PHONE NUMBER OR EMAIL ADDRESS].


Negative

If the post contains rants or belittlements of any kind, misinterpreting product or purpose, and/or foul language, it should be deleted immediately. Before deleting, you must gain approval from [INSERT APPROVAL CONTACT]. You can do this by [INSERT HOW- EXAMPLE: SENDING A SCREENSHOT OR SCREENGRAB] to [INSERT CONTACT PHONE NUMBER OR EMAIL ADDRESS].


Complaints/criticisms: If someone posts or messages a complaint or negative feedback, it is important that we respond right away. First we need to research the source of complaint and determine the validity. Are they a customer? What did they purchase? When? Let’s compile as many details as possible. This additional knowledge will provide a clearer idea of a solution and how to handle the issue.


In these situations, please contact [INSERT CONTACT] immediately via [INSERT CONTACT METHOD]. We always want to encourage the conversation to continue offline and NEVER respond with wording that encourages debate and/or argumentative c onversations. Current clients and potential clients can view our responses, and it is important that we display top level customer service, no matter what the situation is.


After informing and getting approval from [INSERT CONTACT], one or more of the following actions will be considered when responding:


Ignore

Stay active in monitoring all platforms that content is flowing through even if you are not responding directly to the issues. Sometimes ignoring the situation is the best solution to letting it die down.


Report

If the post, comment or interaction is offensive in nature or violates the social media platform's terms, we will report them and delete the post or comment.


Respond

Fix the situation with a response.

  • Sample Response: Thank you for your feedback, this helps our company to develop new ways to help our users and customers in every way possible. At [YOUR COMPANY], we strive to provide insightful service that will leave you feeling satisfied.


Provide answers/insight to ease the user’s mind.

  • Sample response: Thank you for your question. Please contact us at [INSERT CONTACT INFO] and our team will provide you with the feedback you are hoping for.


Thank them for their feedback/comment

  • Sample Response: Thank you very much for your feedback, we are routing you ideas to the appropriate contact within [YOUR COMPANY].

  • Sample response: Thank you for bringing this situation to our attention. In order to protect your privacy and concerns, someone from [YOUR COMPANY] will contact you within 24-48 hours.


In all social media interactions, make sure to be respectful, polite and professional to create a safe and welcoming environment for everyone.

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