The United States Air Force (USAF) has a clearly defined strategy for responding to online comments, as blogged by leadership and viral marketing strategist David Meerman Scott at Web Ink Now.
After being followed by the United States Air Force on Twitter, David interviewed Captain David Faggard, Chief of Emerging Technology at the Air Force Public Affairs Agency in the Pentagon, about how the United States Air Force uses social media.
Captain Faggard writes the official United States Air Force blog, Air Force Live,as well as running a video mashup contest for American high schools. He also maintains the USAF's web presence on Facebook, Myspace, Youtube, Second Life, iReport (user name USAFPA); and is on Friendfeed, Digg, Delicious, Slashdot,Newsvine, Reddit.
Impressive. Here is the blog assessment flowchart. Note: this link will cause your browser to resize, but will not harm your computer or your work in any way. Just click at the top to resize it back.
As you can see from clicking the link, the first fork is between "positive or balanced", such as this post, and "not positive or balanced".
The latter is subdivided into "Trolls", "Rager", "Misguided" and having had a negative experience with the Air Force.
The former two require monitoring and notifying HQ (I'm not sure why if the sites or postings are so clearly rants or trolling, while the latter two require response with factual information.
There is a guide to "Response Considerations" at the bottom of the flowchart.
Interesting stuff and good to see that the USAF has someone with a good social media understanding.
Wednesday, 7 January 2009
How the United States Air Force uses social media and responds to online comments
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1 comments:
This is very interesting! It is heartening to note govt departments care about public sentiment for a change. I wish other departments would also follow this example.
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