Product complaint

Public response

Conversation platforms

Passive(Listening)

Active(Stimulating)

Environment Evaluation Escalation Engagement

Engagement and escalation process

Monitoring and triage

Sed risus nulla, sollicitudin eget ornare vitae, blandit vitae lectus. Ut quis arcu ut nulla facilisis tempus blandit a nibh.

jibbajabbasaid

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed risus nulla, sollicitudin eget ornare vitae, blandit vitae lectus. Ut quis arcu ut nulla facilisis tempus blandit a nibh. Sed aliquam consectetur libero vitae pellentesque. Pellentesque posuere imperdiet sem, vitae aliquet eros elementum placerat.

dwightsaid

Conversation of interest

Compliment

Complaint

Question

Challenge

Information

Off-topic

Company

Person

Product

Company

Person

Product

Company

Person

Product

Company

Person

Product

Company

Person

Product

ALLOW: Go to step 3, escalate, engageALERT: Go to step 2, escalate

ACTION: Go to step 2, remove, explain

Other Step 2

Company

Person

Product

Positive

Negative

Ignore

Thank the person for commenting

Correct misinformation

Non-compliant

Explain why the comment was

removed; remind of terms or code

constraints

Factual

Incorrect

Adverse Event Drug Safety

Compliant

Legal / Medical

Opinion

Information check

Content check

Regulatory check

Private response

Situation roomCommunications, PR, Legal, Medical, etc.

2

3

4

Response5

Report

Acknowledge issue; next steps

Answer with approved content or

redirect

Request

1

6

Product team

Inappropriate

Channel