Social Listening Alerts and Escalation Rules

A clear escalation model for social signals that require action.

Define trigger conditions

Use clear triggers such as a sharp volume increase, verified influencer mention, or coordinated complaint pattern.

Avoid vague triggers like general negativity, which creates alert fatigue.

Combine volume, sentiment, and reach

A small spike from high reach accounts can matter more than a large spike from low reach sources.

Combining these factors keeps alerts focused on impact.

Set escalation paths and coverage

Define who receives alerts during business hours and who covers evenings or weekends.

Written paths prevent delays when issues happen outside normal hours.

Run a post-incident review

After any escalation, review what the signal was and how quickly it was handled.

These reviews improve your rules and reduce future noise.