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University Marketing and Communications

Comments and Questions

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.

Deleting comments

Users are free to make comments on social media. These comments are monitored as best as possible and should be deleted only on rare occasions when they meet criteria outlined in the next paragraph.

ISU's social media managers reserve the right to delete commercial speech; fighting words; incitement of imminent lawless action; solicitations to commit crimes; true threats; abusive, obscene, defamatory, libelous, and/or harassing material directed at an individual (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 Student Conduct and Conflict Resolution, or Office for Equal Opportunity, Ethics and Access, or Illinois State University Police.

Some things to consider when handling negative feedback:

  • First priority: Protect our students. Threats to our students should be deleted.
  • Can you answer their question with a simple, accurate response? If so, do it.
  • Do not engage in lengthy back-and-forth exchanges with critics, because that will reflect negatively on the University and, ultimately, on you personally.
  • Keep it friendly and professional. Emotional responses on behalf of the University are not appropriate.

If you're unsure of whether you should delete a comment or need additional guidance, contact SocialNetworks@IllinoisState.edu.

Reporters/media

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.