Monitor social engagement

This week the social inbox is swelling and the content team wants clear daily priorities. Triage the last 48 hours of mentions, comments and DMs for our product accounts, mark which posts need a reply within four hours, assign follow-ups that require a sales contact, and add a Slack note to @Maya with the three highest-priority threads by noon Friday. Confirm no customer-complaint threads are unattended.

Before we publish another social post, make it easier for the community manager to spot what matters: surface posts with negative sentiment and >10 engagements, show any mention from accounts with company domains, flag threads that reference product outages, and list DMs containing contact info at the top. Also suggest one short reply template and one escalation note for sales.

A feature post published two hours ago and three customers posted angry replies; the community manager is out. I can reply publicly, escalate to support, or let it cool. I’m afraid a public reply could inflame things if I miss a technical detail; I don’t know if engineering is already aware. Recommend the safest first action and the message to send now.

Over the last quarter we repeatedly missed mentions from journalists and partners because the dashboard buries them under low-priority comments. This costs press opportunities and late responses to partner leads. What two changes to our monitoring routine or notification settings will stop those misses without creating alert fatigue?