Social Media Escalation Triage Guide
Decide how to respond to public complaints.
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Build a triage guide for public complaints and mentions on social media. Brand and channels: [BRAND_AND_CHANNELS]. Team and hours: [TEAM_AND_HOURS]. Risk areas: [RISK_AREAS]. Current response practice: [CURRENT_PRACTICE]. Create the decision tree and the supporting material: STEP 1, classify the post: question, complaint, praise, misinformation, abuse or harassment, safety issue, legal threat, media inquiry, or spam. STEP 2, route: - Safety or threat of harm: escalate to [SAFETY_CONTACT] immediately; follow the emergency procedure. - Legal threat or media inquiry: do not reply publicly; send to [LEGAL_OR_PR_CONTACT]. - Misinformation about us: reply once with facts and a link; do not argue. - Abuse or harassment: use moderation tools, record evidence, and follow the platform's reporting process. - Genuine complaint: reply publicly within [RESPONSE_TIME] with empathy and move to a private channel with details; then follow up publicly once it is resolved if the customer agrees. - Question: answer briefly and link to help. - Praise: thank them personally. STEP 3, escalation levels by reach and severity (such as influencer, news coverage, or a viral post). Provide sample replies for each branch (40 to 60 words), a rule for never deleting legitimate criticism, an internal handoff note template, and a log. Include a monthly review of themes.
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