Read-only local campaign artifact

social-media-strategist.md

direct-social-wave-30/social-media-strategist.md

# Social Media Strategist - Local Crisis-Response Draft

## Mode selected

Mode 2: crisis response planning. This is a local draft only. No crisis is asserted and no active social account is assumed.

## Inputs

| Input | Value used | Status |
|---|---|---|
| Brand | Flat Fee House Cleaners Sarasota | Retained homepage capture |
| Platforms | Facebook and Instagram | Proposed planning channels, must be confirmed |
| Service context | Residential and commercial cleaning | Retained homepage capture |
| Monitoring tools | None supplied | Not configured |

## Scenarios to prepare for

1. A customer says a scheduled cleaning did not meet expectations.
2. A customer says access, timing, or a cleaning-supply concern needs attention.
3. A public claim about a service issue begins to receive repeated comments.

## Severity framework

| Level | Trigger | Initial target | Approval path |
|---|---|---:|---|
| 1 - Minor | One isolated complaint | Acknowledge within 1 hour | Designated account owner |
| 2 - Moderate | Multiple complaints or repeated public questions | Holding response within 30 minutes | Owner or manager review |
| 3 - Major | Rapid spread, media inquiry, or safety allegation | Pause scheduled posts and respond within 15 minutes | Owner plus legal or PR review if needed |

## Draft response protocol

1. Preserve the original post URL and screenshot only after account authority is granted.
2. Confirm the known facts internally. Do not guess at dates, service history, customer identity, or outcome.
3. Use a short acknowledgment, then move account-specific details to an approved private channel.
4. Publish any correction, apology, or resolution only after the person with authority approves it.
5. Record the incident timeline and whether the issue recurs.

## Pre-drafted local templates

**Acknowledgment**

"We are aware of your concern and want to understand what happened. Please send us the details through our approved contact channel so we can review it."

**Update after fact review**

"We have reviewed the information currently available to us. We are following up directly with the person involved and will share an update when we can do so accurately."

**Resolution after approval**

"We have completed our review and taken the appropriate next step. Thank you for bringing the concern to our attention."

## Metrics to configure after account confirmation

- First-response time
- Number of open concerns by severity
- Repeat-issue rate
- Resolution time
- Escalations requiring owner approval

## Gate before use

Confirm the actual owned social accounts, the designated responder, escalation contacts, approved private-contact channel, and the current business policy before this plan is activated.