http://www.realm-estates.co.uk/default.asp

DO WHAT YOU SAY YOU ARE

GOING TO DO WHEN YOU

SAY YOU ARE GOING TO DO

IT

User generated

Content

Positive, Neutral

or Negative

content? Own

social media

space?

Troll or Rager?

Is this a person

(Rager) or site (Troll)

dedicated to creation

and distribution of

negative sentiment &

content

Monitor

Avoid direct

conversation

Note and tag for

monitoring .

Inform Legal

Good news!

Thank!

Positively endorse!

Act of kindness?

Share?

Fact or Fiction?

Is the content

contact factual

errors

Transparency

Disclose

Relationship

Be honest in all

communication

Timing

Take time to

create and check

good responses.

Do not rush.

Sources

Include sources

Links | Video |

Images |

Reference

Information

Tone

Add personality but

underlying tone =

How would XX say

this?”

Do not negate

competitors

Positive or

neutral

Factual & well

constructed

Respond?

Positive

Negative

Let content

stand

No further action

required

No

Yes

Response considerations

Legal

Privacy Policy

Confidentiality

Communications

Policy

Partner Policy

Dialogue

Take personal

responsibility for

conversation

Authority

Comment on area

of expertise

Add value

Lead with fact

Errors

If an error has

been made

Admit mistake

and correct

Yes

No

Fact

Do you want to

present the

correct

information?

Unhappy

Customer?

Is the content as a

direct result of

negative

experience?

No

Overcome

Negation

Do you want to

correct the

situation?

Bespoke Situation

Does this situation

require a response?

No

B

A

A

A

A

User

Generated

Content

A

Yes

B

No