Check out this insightful community behaviour matrix put together by Clive Andrews of Nixon McInnes. It makes the sometimes overwhelming task of filtering and prioriting the constant stream of online interaction seem like a piece of cake.
Clive says “The use of social platforms as a way of providing customer service isn’t always easy. An effective customer service team uses community management skills to juggle a stream of online interaction – ensuring they make best use of time and resources to prioritise the right conversations in a busy online environment.”
Below is the matrix, but you can view or download all of the slides here for more context.