Interaction and Moderation

Question 1

What is social media fundamentally about for brands?

Answer 1

Interaction — being part of conversations with customers.

Question 2

Why is timely response on social media important?

Answer 2

Customers value quick, personalized responses; it shapes brand perception.

Question 3

What are the four engagement strategies for positive social media branding?

Answer 3

(1) Respond within 24 hours, (2) Engage positively with supporters, (3) Engage diplomatically with critics, (4) Move criticism from public to private.

Question 4

How should brands handle positive feedback on social media?

Answer 4

Like/favorite mentions, reply with personalized comments, and show appreciation.

Question 5

Example of personalized engagement from Kala & Ivy?

Answer 5

Thanking a bride by name for choosing their wedding flowers and specifying the work they did.

Question 6

What is the difference between abuse and criticism online?

Answer 6

Abuse is inappropriate and should be removed; criticism is a legitimate grievance to be addressed.

Question 7

Steps to handle brand criticism on social media?

Answer 7

(1) Acknowledge the comment, (2) Apologize if appropriate, (3) Solve the issue privately.

Question 8

Why should problem-solving with customers move to private chat?

Answer 8

Negotiations (refunds, compensation) shouldn’t happen publicly but must remain courteous.

Question 9

What’s a key reminder about private messages online?

Answer 9

Nothing is truly private — DMs can be screenshotted and shared.

Question 10

What tools do platforms provide to manage problematic comments?

Answer 10

Hide-reply/hide-comment features and restricting specific users.

Question 11

When is it acceptable to hide comments?

Answer 11

For spam, bots, or inappropriate abuse — but not for legitimate criticism.

Question 12

How do people perceive brands when they admit mistakes?

Answer 12

Customers see them as human; apologizing professionally builds trust.