Here’s a great “social media triage” diagram/flow chart that outlines a process for responding to social media messages. Click on the image to see a bigger and more readable version.
I found this chart thanks to a tweet from the always helpful Davina Gould, who got it from Mark Greenfield, who got it from @imeldak, who in turn got it from Charlene Li, who created the thing and shared it during a recent seminar. Check #socialchecklist for the Twitter stream from that seminar, or check out Li’s presentation with co-presenter Jeremiah Owyang on slideshare. (The social media triage image is on slide 20.)
Andy writes! 
Thanks for sharing this, Andrew. I couldn’t help but notice that it’s remarkably similar to this Air Force Blog Assessment chart that has been out for some time, I wonder if the folks at Altimeter used this for some inspiration?
http://www.globalnerdy.com/2008/12/30/the-air-forces-rules-of-engagement-for-blogging/
Eitherway, good advice regardless of the original source.
Dan – That could very well be. Mark Greenfield made the same observation in his tweet. Thanks for posting the link to the Air Force chart. I confess I hadn’t yet seen that one before today.
Yes, it’s very simliiar to the air force’s triage, in fact if you listen to the webinar, we credit the Air Force for their work, and talk about them.
Jeremiah, from Altimeter.
Thanks for the mention. I love how Twitter can help bring attention to great content like this. I’ve printed it out, posted it to my bulletin board for easy reference, and circulated the link to my coworkers.
My web editor made one keen observation on this graphic: “Notice how there is no ‘delete comment’ action in the whole flowchart!”
I would expect nothing less, Jeremiah. I had not seen the full Webinar, only the slides, but I figured that you had known about this.