SOCIAL LISTENING REVIEW · Workflow idea
Collect recent public mentions of the team’s account and make new items visible in an appropriate internal review space. Keep repeat mentions from cluttering the queue and leave every public response to a person.
01 / The starting point
A recent public post that mentions an account the team follows
“Make new mentions available with their source context, avoid resurfacing items already reviewed, and leave any response or public engagement for human approval.”
02 / The work
Helps a communications team notice recent public mentions, review their context, and decide whether a response is appropriate.
Bring the latest available posts that mention the team’s selected public account into an internal review process.
Show the source and available post details so a reviewer can open and assess the original conversation.
Keep track of mentions the team has already seen so its review space stays focused on new activity.
Have a communications teammate determine whether the mention is relevant and whether it needs a careful or restricted review.
Require a person to verify the facts, audience, wording, and permission before replying, reposting, or otherwise engaging.
Keep the reviewer’s decision and any assigned response work visible to the communications team.
03 / The result
A reviewable set of new public mentions for the communications team, with repeat items minimized and no automatic reply or engagement.
Reviews & approvals · Example outcome
A reviewable set of new public mentions for the communications team, with repeat items minimized and no automatic reply or engagement.
A mention may be sarcastic, misleading, sensitive, or intended for someone else. Check the original post and audience, respect privacy and platform rules, and require a person to approve any public response.
04 / Make it yours
A few choices shape the work around your team.
Decide which public account activity the team needs to review and what should count as a relevant mention.
Share only the context needed with colleagues responsible for communications and customer care.
Name who assesses sensitive mentions and who may approve a public response or other engagement.
Confirm that fresh items are visible, repeats are handled sensibly, and responses remain subject to human approval.