Social media is a conversation, not a megaphone. That means half the job of managing a social media account is listening to what users are saying to you and about you.
If someone posts a question in the comments under one of your Facebook posts, reply to it. If someone sends your Facebook Page a private message asking a question, respond to it.
If you're not sure of the correct answer, tell the user that you'll look into the question and get back to them. Find the correct person(s) on campus who would know the answer and try your best to respond. If you're still struggling with crafting a response after those steps, contact SocialNetworks@IllinoisState.edu.
Illinois State University affirms and encourages community and a respect for differences by fostering an inclusive environment characterized by cultural understanding, ethical behavior, and social justice. Social media users sometimes do not share those values, and post inappropriate comments on ISU unit accounts. Many social media sites give managers the ability to delete such comments on their posts.
ISU's social media managers reserve the right to delete off-topic harmful, threatening, abusive, vulgar, obscene, defamatory, libelous, hateful, or harassing material (i.e. material based on race, color, ancestry, national origin, religion, pregnancy, sexual orientation, order of protection, gender identity and expression, age, marital status, disability, genetic information, unfavorable military discharge, status as a veteran, or sex/gender, including sexual harassment, sexual assault, domestic violence, dating violence, and stalking). ISU's social media managers may also delete comments promoting a commercial site or product (i.e. "spam") that has no relevance to the post on which the comment appears.
If there are materials posted that are harassing or harmful, the social media manager may be required to share that information with appropriate University departments such as Community Rights and Responsibilities, or Office for Equal Opportunity, Ethics and Access, or Illinois State University Police.
Some things to consider when handling negative feedback:
Each unit's social media manager should confer with the unit's director/chair on their preferred approach to handling negative or other abusive comments. If you're unsure of whether you should delete a comment or need additional guidance, contact SocialNetworks@IllinoisState.edu.
Any questions posed on ISU social media sites from reporters, journalists, or any other member of the news media should be directed to Media Relations for response.