Sort every mention: crisis, complaint, lead, praise, spam

Fields

• Source (own-page comment, public mention, review site or direct message)
• The post it replies to (empty if none)
• The mention or comment

Questions

1. Is the post about Little Otter or its products, and not about something else with a similar name? Yes / No

   Use the brand and product names in the context. A post about the animal, a road, or another brand's Glide is not about us. A comment on one of our own posts counts as about us when it responds to the post or to us. Yes: The post is about our brand, our products, our staff or our accounts. No: The post uses a similar name for something else, or is not about us at all.

2. What kind of post is this, mainly? Choice

   Pick the one option that fits the post as a whole. When a post contains a report of injury, danger or a serious accusation, pick Crisis signal even if it is also a complaint. When a post both praises and complains, pick Complaint.

   • Crisis signal Reports an injury, an illness, a fire, a danger to a child or a product that could hurt someone, threatens legal action, or makes a serious accusation such as fraud, discrimination or a data leak.
   • Complaint A customer problem with a product, an order, a delivery or our service, with no injury, danger or serious accusation.
   • Buying question Asks about buying, price, stock, stores or which product to choose, with no complaint.
   • Other question Asks for information such as how to use, clean or fold a product, with no complaint and no buying intent.
   • Praise Describes a good experience or recommends us, with no complaint.
   • Spam or scam Unrelated promotion, a link farm, a fake giveaway, or an account posing as us or as our staff.
   • Abuse Harassment, threats or hate aimed at a person or a group, with no customer problem behind it.
   • Passing mention Mentions us in passing, jokes or tags a friend, with nothing to answer or act on.

3. Does the post describe an injury, an illness, a fire, a danger to a child, or a product that could hurt someone? Yes / No

   Count what the post says happened or nearly happened, and a product fault that could cause harm, such as a brake that fails, a strap that snaps or a part a child could swallow. A joke or a figure of speech does not count. Yes: The post describes harm, a near miss, or a fault that could hurt someone. No: The post describes no harm and no dangerous fault.

4. Does the post show or describe someone posing as Little Otter or its staff, or a fake offer in our name? Yes / No

   Compare any account named or described with the official accounts in the context. Count an account that is not official but presents itself as us or as our care team, a message asking for card details, passwords or payment in our name, and a giveaway or discount we do not run. The post itself may be from the scammer or from a customer reporting one. Yes: The post is, shows or describes an impersonation or a fake offer in our name. No: Nothing in the post suggests anyone is posing as us.

5. Would a careful brand reply to this post, in public or by direct message? Yes / No

   Judge whether a reply from us would help the author or the people reading, such as answering a question, taking up a problem, warning of a scam or thanking someone for detailed praise. Yes: A reply from us is called for. No: No reply is needed, as for spam, abuse or a passing mention.

6. Does resolving the post need order, account or personal details, so the conversation should move to a direct message? Yes / No

   Count problems that need an order number, an address, a photo of a fault, or other details the author should not post in public. Yes: Resolving it needs such details. No: It can be answered in public, or needs no answer.

7. On our own page, should a moderator keep this comment visible or consider hiding it? Choice

   Use the source field. Our policy in the context allows hiding only spam, scams, hate, and posts that expose someone else's personal details. A complaint, criticism or negative opinion is always kept visible, however strong, even when it also mentions a scam.

   • Not on our page The source is a public mention elsewhere, a review site or a direct message, so there is nothing for us to hide.
   • Keep visible A comment on our own post that is not spam, a scam, hate or someone else's personal details. Every complaint and criticism belongs here.
   • Suggest hiding A comment on our own post that is only spam, a scam link, hate, or exposes someone else's personal details, with no complaint in it. A moderator decides.

8. Does the author say they are a journalist, a creator or a partner of the brand? Yes / No

   Go only by what the post says, such as "writing a piece on", "for my channel" or "as a brand ambassador". Follower counts and verified badges are checked by code. Yes: The author says they are a journalist, a creator or a partner. No: The author says nothing of the kind.

9. How fast should the brand act on this post? Scale

   Judge from the post alone what waiting would cost the author, other customers or the brand. Pick one level.

   • Low Nothing to act on, or it can wait several days, such as praise or chatter.
   • Normal Should be answered within a business day, such as an ordinary complaint or question.
   • High Should be answered within hours, such as an angry complaint about an order that is due or a problem others are repeating.
   • Critical Should go to PR, product safety or legal now, such as a report of harm to a child, an impersonator targeting customers, or a serious accusation.

Lens columns

about_us, about_us_probability, kind, kind_probability, safety_issue, safety_issue_probability, impersonation_or_scam, impersonation_or_scam_probability, needs_reply, needs_reply_probability, move_to_private, move_to_private_probability, own_page_moderation, own_page_moderation_probability, press_or_creator, press_or_creator_probability, urgency, urgency_average