Is it factual and relevant? Amplify their message and thank them for the positive message. Then you must try to correct
Should I respond ? Have you discovered a positive post / comment or tweet ?
Yes
Is it factual and relevant?
No
No
Does the comment contain abusive language, threats or foul words ?
Then you must try to correct the information by engagment and trust Yes
Yes Amplify their message and thank them for the positive message.
No
Yes
Ignore, block and/or delete the post, comment or tweet.
Yes
Is this person a troll ? Trolls are dedicated to bashing your content, Comments or feedback No
·
REMEMBER Always be positive
·
Take your time
·
Be transparent about your connections
·
Be honest 0 if you don’t have the answer, let them know
·
Cite official sources if you are supporting a factual statement.
·
Take your time to craft a smart empathetic response.
·
Your tone reflects yourself and your online presence.
·
Thank them for speaking with you.
Use critical thinking here. Find the correct info but DO NOT respond with just facts, Listen carefully to them and build trust before sharing your story or information.
Acknowledge the issue and deal on a one to one basis.
Does the comment contain misinformation or errors ? Yes No
Is this comment a result of a bad expierence ? Yes
No Reach out to the person. Hear their complaint and follow up with links to organisations or others that may help.
