There is a lot involved in the decision-making process to determine how to manage a social media threat. But for all of the required complexity, there’s typically only six solutions to choose from: delete it, ignore it, monitor it, redirect it, respond to it or engage deeply on it.
At the top of the second page, you’ll see examples of two different companies that require very different criteria to choose from the six solutions. The important point of the illustration — there is no off-the-shelf plan or template that would have worked for either company. The diagnostics involved for each need to be customized.
Sidebar: I anticipate that some may disagree with the “ignore it” tactic on the basis that all of the public’s feedback is essential for consideration in brand or corporate reputation. I disagree. There is a great deal of noise online that is not worth the time or resource. Some of it is nefarious “trolling” and is pointedly designed to make a company or individual look silly. As long as a company has good diagnostics to logically sniff out noise — I think it’s smart to just ignore the noise from time to time.
Thoughts? Feedback? Please share below.