SOCIAL MEDIA MONITORING

All negative inquiries and comments to FoodShare SC’s social media channels must be answered in a timely and professional manner. Responding to these comments is the sole responsibility of FoodShare SC’s team. This also extends to comments on ad posts and posts FoodShare SC’s is tagged in that may not appear as direct posts to its pages.

It is critical for any given crisis communications messaging to be succinct, factual and consistent. FoodShare SC should display certainty, compassion, concern, collaboration and control.

Do

■ Respond to positive comments and experiences, as well as those that are negative. ■ Respect user and visitor privacy by not sharing any personal information. ■ Tag all users in one response if multiple users ask the same question on the same post. ■ Always adhere to the brand voice. ■ Employ an honest, genuine and grateful tone. ■ Respond to user inquiries within a 24 to 48-hour timeframe if you cannot coordinate an immediate response. ■ Keep a bank of approved responses as a reference guide to copy and paste over time. ■ Only delete/hide comments when they are vulgar or inappropriate.

Don’t

■ Guess an answer to a question — it’s more important to take your time to find the correct response rather than post the wrong one, quickly. ■ Avoid any negative responses; It is important to address every negative comment with a detailed response. ■ Say “I,” always say “we.” You are speaking from the voice of FoodShare SC.