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1. ADP Social Media Response Plan
A SSESSMENT Social Media Posting
Have we discovered a post
about the Dealer?
It is a positive posting?
YES
NO
E VALUATE “Trolls” Monitor Only
Is this site dedicated to bashing and
I thi it d di t d t b hi d Avoid responding to
degrading others? specific posts. Monitor
Concurrence the site for relevant
A factual and well cited YES information and
NO
response which may agree or comments.
disagree with the post, yet is
not negative. “Rager”
You can concur with the post, Is this posting a rant, rage joke or
Is this posting a rant rage joke or
let it stand or provide a ridicule in nature?
positive review. Fix The Facts
NO Respond with factual
Do you want to respond?
information directly on
the comment board.
“Misguided” YES (See Considerations
Below)
NO
RESTORATION
NO Restoration
LAER response, Apologize for
Rectify the situation,
client dissatisfaction, clearly
Let It Stand respond and act upon
state situation will be resolved,
No response from “Unhappy Client” act upon commitment, contact
reasonable solution.
Dealer Required
. YES Is this the result of an experience with the YES dealer POC, follow-up with
post(See Considerations
describing resolution...
Dealer we are serving? (Not other Dealer)
(see considerations below)
Below)
NO
R ESPOND
Shared Success Model Final Evaluation
Proactively Tell Dealer's Story and
Base decision on how post and your
response (or Not) will be perceived
Celebrate Wins and Accolades w/
by customers not directly involved. YES
Fans, Friends, Members... Credit
the entire dealership "Community" should we respond?
YES YES
Social Media Response Considerations
Social Media Response Considerations
Transparency Sourcing Timeliness Tone
Disclose your Dealer
Disclose your dealer service Cite sources by including Take time to create Use a Response tone that
providerservice provider
connection. State links, video, images, docs, good responses, log conveys sincerity, and
name of POC you will
connection. brochures on Slideshare, time against dealer's genuine intent to serve...
contact if relevant to post.
OEM, 3rd party sources. monthly allocation. do right by the customer.
.