This engagement flow illustrates the decision making process for community managers of social media, is not a formula or a one fits all, use it more like an example to adjust to your own needs

1. by Cristo Leon
Cristo Leon
May 2nd, 2013

2. Consumer
engages with
Brand
Comment
CM interacts.
CM send
question for
revision to
Coordinator
and or
Director.
D
T
Decision
Task
Flow
Define
interaction
type Question
Can
Community
Manager
(CM)
answer?
YES NO
Confirms
reception
YES
Coordinator
writes answer
On line
CM Publishes it On line
or Off
line
CM obtains
contact
information
from consumer
Off line
Coordinator
contacts
consumer
F
L
Flow Lines
(wait line)
Cristo Leon
May 2nd, 2013