Monitoring and Responding

Social media is a two-way street. You won’t just be posting content—you’ll also be reading posts from the people who find and follow your social media site. Be prepared to see a wide variety of comments, including requests for information, technical questions, kudos and thanks, and even occasional negative comments.

Handling Negative Comments

Negative posts are part of the social media experience. As long as a post does not violate the ASCE Rules for Social Media Creation, Moderating, Posting, & Commenting, it’s ok. Take a deep breath, and take the time to thoughtfully consider the comment. Is it a legitimate complaint? Is it something that can be fixed easily? Or is it something that will force you to rethink how you do things? Negative comments are an opportunity to show that your section, branch, younger member group, or student chapter is listening and that you care what your members think.

Response triage flowchart

This response flowchart illustrates how ASCE responds in certain situations.