Core processes
How CSM Works
Four demo process maps. Select any stage to see its purpose, the questions to ask, common considerations and where related guidance would sit.
Social Media Monitoring
Sample end-to-end view of how social media activity is reviewed and turned into an action or a record.
Stage 1 of 6
Monitor
Review incoming social media activity across monitored channels and keyword groups.
Key questions
- Which queues or keyword groups are in scope this shift?
- Is volume normal compared with recent shifts?
- Are any known issues still active from the previous handover?
Common considerations
- Monitoring priorities can change during disruption periods.
- Sample keyword groups are placeholders only.
Related guidance
Internal SOP Link — Monitoring Scope (placeholder)