At Blogging Strategies Summit, Charlene Li showed the Air Force Web Posting Response Assessment chart and wondered how many organizations had done something similar, and she only knew of one or two similar charts. I thought it’d be interesting to see how it had been used, and here’s what I found.
The Air Force Web Posting Response Assessment
This is the current Air Force Web Posting Response Assessment, available as public domain in a pdf format. The Air Force also has links to several other resources that could be helpful, including the Army Social Media Handbook.
The Ohio State University Medical Center Social Media Response
The Ohio State University Medical Center Social Media Response flowchart. Very similar to the Air Force guide, with minor wording changes.
Social Media Comment and Response Protocol
A generic version of the response protocol, recreated with different formatting.
Social Media Response Flowchart and Tips
Tymado Multimedia Solutions developed this comment monitoring and response flowchart for anyone to use. It takes the basics from the Air Force flowchart and specifically addresses comments rather than just any type of postings.
Pfizer Canada Blog Response Considerations
Based on the original Air Force Blog Assessment Flowchart, Pfizer Canada is using this social media response chart to respond to postings. This appears to be used just in Canada and not worldwide, and while they have presented information about it at conferences, they have not posted it for the public on their own site.
Dell Blog Assessment
Dell posted this blog assessment flowchart in one of their presentations over two years ago. I haven’t seen it included in more recent presentations, so I don’t know if it is still in use. If you browse the social media tag from Dell’s account on Slideshare, you’ll find quite a few more interesting presentations they have made over the years.
YMCA of Metro Chicago Social Media Response
Steve Heye of Heye-Tech showed this social media response chart as something they use in addition to the Air Force assessment chart. It is “intended to help our social media authors decide what action to take in addition to the reply. The chart was used in helping to launch the Facebook presence for the YMCA of Metro Chicago.
Community Management Scenario Map
David Armano goes beyond the Air Force chart in this community management scenario map.
American Society of Civil Engineers Social Media Triage Chart
SocialFish worked with the American Society of Civil Engineers to develop this Social Media Triage Chart. I particularly like that the goal for response time is included in the document, as well as contact information for escalation.
Have you developed a visual chart for your social media response? Was it based off of the Air Force chart, or made independently? What do you find helpful in working with your community?
By Damion July 22, 2011 - 8:11 pm
I love how the American Society of Civil Engineers’ flowchart looks more like a set of structural plans for a new suburban sewer system!
By How to respond to negative comments in social media | Christina Torri | Passionnut August 4, 2011 - 2:12 pm
[...] For more information, or to see other (more detailed) charts about how to manage interactions, check out LiBeck Integrated Marketing’s recent article outlining the various charts for managing social media interaction. [...]
By When Social Media Attacks!!!!! | smwisdom May 20, 2012 - 11:16 am
[...] media spokesperson or team responsible for this process and create a social media response crisis flow chart. Train staff responsible for social media and make sure all comments and responses from the [...]