Here is something you should print out and put on your wall, The Air Force Web Posting Response Assessment.
This is one of those “ah-ha” charts that I simply love to share with everyone.
After giving this to front-line employees engaged in social media, I almost always see a decrease in the amount of “how should I respond?” emails I receive.
The biggest lesson this teaches people is that you don’t always have to respond to criticism about your organization.
and in fact, sometimes not responding is exactly the best course of action.
Chances are the Air Force sees more frequent and complex online criticism than your organization. So if this works for them, then I’d be willing to bet it can work for you too.
Shout out to the great peep’s at Room214 for originally bringing this to my attention.