DEALING WITH SOCIAL MEDIA TROLLS: COMMUNITY MANAGEMENT BEST PRACTICES

Summary from the TLDR Marketing newsletter

Social Media Community Management Guardrails documents are designed to help your team consistently respond to questions, comments, and customer support or care-centric needs. These guides should include elements such as brand persona, sample responses for both positive and negative comments, and what not to respond to. It’s critical to train your social teams on these guardrails and make regular updates as needed. This article describes how to build a guide and example social moderation scenarios to be prepared for.