Petit test
Guess first, no penalty. Your AI tool sorted this morning's comments. Which one must a person handle before anything is posted?
Community management means looking after the people who follow and talk to your brand: answering, thanking, calming and sometimes moderating. AI is useful for sorting comments and drafting simple replies. It's risky for anything with feeling in it, because a cheerful canned reply to a real complaint can get screenshotted.
A reply guide for each kind of comment
Question: AI drafts, I check the facts, then reply.
Complaint: I reply myself. Say sorry plainly, offer a fix, move details to DMs.
Abuse or spam: hide or report under our policy.
Signs of a crisis (illness, injury, legal threat): tell my manager now. No reply until we agree.DMs are direct messages, the private chat on the platform. Moving a complaint there keeps personal details out of public view.
Complétez les trous
Fill the gaps so every comment gets the right handling.
Guide
Question: . Complaint: . Signs of a crisis: .
Try it
Vos étapes, environ 2 minutes
- 1.Write your own four-line reply guide, with one real comment from this week under each kind. Add the guide to your social AI kit.2 min