When to engage

• Engage with positive comments
• Engage when the comments/messages are genuine or helpful to the user
• Take personal questions/concerns offline - contact the appropriate office to respond via Drexel
• When engaging individuals, check their accounts first to ensure they are not trolls or bots
• Reply in a timely fashion (ideally within 24-48 hours)

When to Ignore

• When negative comments are received:
  • Generally, do not engage
  • Heated conversations/debates - your audience may de-escalate the situation, but keep an eye on how the conversation is playing out
  • If it becomes too aggressive, you may need to block the responsible member(s) - if you have any questions, contact University Communications to help
  • If comments are offensive/abusive, they should be hidden as quickly as possible

Should individual departments consider using this platform to promote their research? If so, what questions should they answer before creating a profile?

It is recommended to go through the college/school main account to reach a broader audience. If your audience vastly differs from the main account, you must be approved by University Communications to create a new social media account.