The interactions of other users in social media can be suggestions of content, questions or criticism. For each type of interaction, including new ones that have not been mentioned, you must conduct a comment management policy based on common sense:
- Criticism: in cases of constructive criticism, the most adequate option is to answer publicly to show everyone that you give answer to the user’s questions. If criticism is negative, you should analyse it and provide an objective, empathetic and positive (avoids confrontation) answer, linking information and redirecting to other websites that can offer an adequate response, if necessary. You will apologise in the name of the organism, service or department if it was necessary.
- Suggestions and new content provision: we recommend thanking the users for their comments.
- Questions, doubts and requests: it is mandatory to answer the questions of the university community. You have to answer the questions as soon as possible, using an efficient criterion. Answers must be well-argued or documented so that it can help the user and show other users that the question has been answered. In case of requesting private information of the user, you must use a private channel: direct messages in the social network, e-mail... Additionally, if you cannot answer the question in the stablished period of time, you will have to tell the user and inform him about the expected timeframe for receiving the final answer.
