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.)