responding to social media
Not every comment on social media needs to be responded to.
How you respond can be as important as responding at all.
Here’s a decision tree to help: http://socialmediainfluence.com/wp-content/uploads/2011/10/Crisis-decision-tree-FINAL.jpg
from: http://socialmediainfluence.com/2011/10/27/infographic-the-social-media-crisis-communications-decision-tree/ (there’s also a PDF version)
and some further commentary from: http://themwordblog.blogspot.com/2011/11/should-you-respond-to-comments-on-your.html