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 PolicyConfidentialityCommunications PolicyPartner 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

UserGeneratedContent

A

Yes

B

No