Dealing with feedback on social media can be daunting, particularly if you’re new to a particular social platform, or new to an organisation and not yet fully familiar with its issues.
I really like this ‘answering people on social media’ chart from Social for the People; it’s a clear, simple flowchart that lays out steps for handling each of the different kinds of comments that an organisation is likely to get on social media. You can get a printable pdf, and it’s also something that you could customise for your own organisation. Very handy for training new staff, supporting a handover or cover period, or just for a reminder of best practice for yourself.