Every good social response strategy has two key elements: (a) a set of house rules setting out what is acceptable on social channels, and (b) a well-thought-out social response plan.
You need your house rules to establish unacceptable or abusive behavior, and, given cause, to ban repeat offenders.
You need your social response plan so that you and your team are confident that, whatever the situation, you are prepared to respond to the consumer. A social response plan maps out all of the various scenarios that could arise on your social channels and allows you to rehearse responses to each situation.
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