Page 1

twitter response for Hospitality blog post/comment tweet web video

Assessment via TweetDeck, search.twitter.com, Yahoo! Sideline, Microsoft Vine...

Social Media Posting Has someone discovered a tweet or blog post about your destination? Is it a positive posting?

YES

Follow @connectme on Twitter 1555 California Denver CO 80202

NO

Evaluate

Evaluate “TROLLS” Is this a site or profile dedicated to bashing and degrading others?

YES

Monitor Only Avoid responding to specific posts, monitor the site for relevant information and comments.

NO

CONCURRENCE A positive comment, which may or may not be from a stakeholder.

“FREELOADER”

You can concur with the tweet, let stand or respond.

Does the tweet appear to be from someone looking for a payoff?

Do you want to respond?

YES

NO FIX THE FACTS

NO

YES

“MISGUIDED” Are there erroneous facts in their tweets?

Respond with factual information via @tweets.

YES

(See 6 Twitter Response Considerations below.)

NO

RESTORATION

Let Stand “UNHAPPY VISITOR”

Optionally 1) @thank them or 2) retweet the comment and acknowledge them

Is the tweet a result of a negative experience from a local venue or one of your stakeholders??

Rectify the situation, respond via DM and act upon a reasonable solution.

YES

(See 6 Twitter Response Considerations below.)

Respond SHARE SUCCESS

FINAL EVALUATION

Proactively @share your story and your mission. Save the original tweet and your response. (See 6 Twitter Response Considerations below.)

Base response on present circumstances, twitter influence and likelihood of retweets.

YES

YES

YES

Will you respond?

6 Twitter Response Considerations IMMEDIACY

TRANSPARENCY

SOURCING

TIMELINES

TONE

INFLUENCE

Respond quickly. Remember a single bad incident can overshadow a dozen things done right.

Disclose your connection. Don’t send contradictory messages when using @replies and DMs.

Cite sources with short links to articles, video, and 3rd party blogs. Consider maintaining your own short links.

Take time to create good responses, from a few hours to a day. Script responses to common issues.

Respond in a tone that reflects what people expect from a customer-centered organization.

Focus on the most influential media, blogs and Twitter accounts that address travelers and meeting planners.

Hospitality Twitter Response  

Step-by-step process for determining how to respond to positive and negative tweets.

Read more
Read more
Similar to
Popular now
Just for you