If it is everyone’s responsibility, it is no one’s responsibility. So, clearly define who is in charge of a certain channel and try to stick to this policy. Collaborations are welcome, but it has to be clear to everyone where their responsibility begins and ends.
Tone of Voice
It is really important to establish a certain tone of voice for replying to negative (or, even positive) reviews and comments. For each brand, this part of the policy will vary, but make sure everyone is sticking to these guidelines.
Generally, it is a good idea to make sure you are not acting like a bully and not escalating any conflicts. Some conversations can be moved to DM, but even then, try to stick to your tone of voice rules as people can share private conversations publicly as well.
I hope you find this information helpful…see you on the next topic