This is a flowchart I’ve put together to help manage the process of responding to user generated content. (Quick thanks to the US Navy for the inspiration.) There’s obviously a temptation to either jump straight in or ignore people. I’ve used this with colleagues to re-assure them that just because the internet is “instant”, it doesn’t mean our response needs to be. We can be measured, we can take stock. However, we should, in most cases, respond. Or should we?
If you’d like a copy, you can find a PDF here: