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We've always admired Dell's well-managed approach to Social Media, and they are gracious in allowing the below infographic to be embedded and shared.
For small companies, managing social media interaction may prove taxing and confusing, especially in the event of negative or Brand Detractor information - remember, Brand Detractors may be those who dislike your brand (or you) for whatever reason; disgruntled former employees, former vendors, former customers, negative general review sites, competitors...monitoring is key.
As we've discussed, the National Labor Relations Board (NLRB), regulators, and others have created significant new social media risk requirements. One Federal regulator, The Financial Industry Regulatory Authority (FINRA), has issued a regulatory notice for Social Media Risk Plans including mandatory monitoring, 3-year record retention, personal liability, training, and predetermined red flag triggers. The National Association of Insurance Commissioners (NAIC) issued their own, like guidelines in December of 2011. Look for these regulatory approaches to expand quickly.
Once you are monitoring however, how do you respond without adding fuel to the "Flame?"
Responding becomes important, not only from an engagement and positive customer interaction point of view, but from a regulatory view as well; keep these in mind when viewing Dell's infographic.
This simple infographic below gives you a good outline to start your own response strategy workflow. Let us know if you find it helpful and visit Dell's Social Media Toolkit as well.
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Firestorm founders Harry Rhulen and Jim Satterfield wrote Disaster Ready People for a Disaster Ready America specifically to address the need for crisis and disaster preparedness at home, and the book has become a cornerstone of many personal and corporate preparedness programs.