Find about ten mentions of your favorite brand on Twitter. Using the Social Media Response Guidelines in Figure 13, to which of the posts do you think the company should respond?

Next, analyze which posts received a response and how the feedback was addressed. From these examples, how well is your favorite brand responding on social media? What would improve the response?

Figure 13

Transcribed Image Text:

DISCOVER EVALUATE NO No Response RESPOND Happy and Truthful Is it highly positive? YES Social Media Posts You found a post about your company. Is it positive? YES Reinforce Engage with highly positive posters. NO Degrading Joking or insulting YES without credibility NO Misguided Factual errors NO Unhappy Negative experience NO Consider Respond depending on influence and views. YES YES Monitor Don't respond, but monitor for activity. Fix the Facts Respond with factual information. Restore the Relationship Respond to make things right; consider a private message too.