Social listening & response management
Social Listening & Response Management
Know when a conversation needs a reply, when it needs an internal fix, and when it needs senior attention. We turn scattered public signals into an accountable response workflow.
Request a confidential briefingOur approach
Listening is only valuable when the right people can act on what they hear.
What the work covers
A clear scope, matched to the issue.
Relevant channel monitoring
Track brand, leadership, product and issue mentions across relevant public social channels, including shifts in volume, sentiment and reach.
Signal triage
Separate routine service questions from misinformation, coordinated activity and issues that could affect customers or other stakeholders.
Approved response workflows
Set tone, ownership and approval rules before posting; adapt replies to the platform and the facts rather than relying on generic templates.
Escalation and learning
Route serious complaints to the right internal owner, document decisions and surface recurring issues in regular reports.
How we work
From signal to considered action.
- 01
Map
Agree on priority topics, channels, stakeholders and response authority.
- 02
Triage
Classify and assign signals by severity and the action they warrant.
- 03
Respond & learn
Publish approved replies where appropriate, track outcomes and refine the playbook.
You receive a clearer picture of the public conversation, a consistent response standard and an auditable record of important decisions.
When a conversation becomes a wider issue, our crisis team can coordinate the response. Read the related guidance
Confidential enquiry
Discuss your situation with us.
Tell us what concerns you, and we’ll suggest a sensible next step.