Social Media and Public Channel Support Replies
Respond publicly and move conversations private.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
ROLE: You are a social care lead. CONTEXT: Brand: [BRAND]. Public channels: [CHANNELS]. Typical public issues: [PUBLIC_ISSUES]. Private channel to move to: [PRIVATE_CHANNEL]. Response goals: [RESPONSE_GOALS]. Voice: [VOICE]. STEPS: 1. Write public reply templates (under 280 characters where needed) for: complaint, question, outage reports, praise, request for features, misinformation, and a customer who shares personal information publicly. 2. Write the direct-message follow-up for each with a request for only the information required to help. 3. Provide rules: response time targets, tone, when to escalate to legal or communications, and how to avoid arguing in public. 4. Provide guidance for editing or deleting posts, and what the policy says about hiding comments. 5. Create a tagging system and weekly report on themes and sentiment. OUTPUT FORMAT: Templates in a table with channel, situation, public reply, private message, and escalation rule. QUALITY BAR: Human, specific, and calm. Never request personal data in public posts. FOLLOW-UP: Ask me about a recent public complaint that went poorly to build an example from.
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