To define how to manage the workflow for responding to social media, the comment response flowchart below like this classic Dell governance process which was presented by Kerry Bridge when she manages media communications for Dell in Europe.
You can read the case study of Dell's social media journey at that time - it's a little dated now, but still a great summary of the essence of a social media strategy.
For a further example of a planned approach to managing social media governance, you can review the example social media plan template prepared by Miriam Shirav. This focuses more on managing outbound communications through status updates.
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