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Outline

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Types of Tragedies

  • World Tragedy
  • National Tragedy
  • State Tragedy
  • Christian Tragedy
  • School Tragedy
  • Student Tragedy

Should you respond?

Post if it matters to your students or if you can share Cru values.

Where should you respond? 

You don’t always have to post:

  • Message students individually in their stories instead of making posts

Comment on story: 

  • Could this start a good conversation? 
  • Is this something only a few students are focusing on? 

Make a story post: 

  • Is this affecting many of our students/their community? 
  • Have my teammates brought this up as something students are talking about?

Make a feed post: 

  • Could I showcase the values of Cru?
  • Is almost every student talking about this? 

Response guide for tragedy: 

  1. Acknowledging the pain and hurt the affected group is experiencing.
  2. As we are lamenting with the affected group, invite our audience to join us in doing the same.
  3. Show empathy, remind ourselves and our audience to grieve and hurt with those who are hurting.
  4. Emphasize prayer, the fact that we (as a ministry) are doing it, and encourage our audience to do the same.
  5. Offer scripture that supports any of these points.
  6. If/when appropriate, challenge our audience to prayerfully consider what their next best step should be to love/support/stand with the affected group.

It’s always better to give people lists of what they *can* do as opposed to what they *cannot* do.

Posting Tips: 

  1. Mix up the language you are using while using the “responding to tragedy” guidelines.
  2. If your students are split on a hot button issue, message people rather than posting.
  3. Take quotes, values, and wording from Cru.org articles to make your post.
  4. If asked what Cru is doing about the issue, be honest and share what your movement is doing.
  5. Come with content already made for people to look over (You can ask me to look over it.) 
    1. Local social media group, to share ideas and get advice from people who are doing the same thing as you.
    2. Figure out who is running social media in your cohort.

Process for responding to complaints: 

  1. Take a minute before responding, but respond in 24 hrs.
  2. Don’t delete it: Deleting gives the impression that you’re taking away people’s voice.
  3. Always address the person by their real name (if can be found on the profile).
  4. Acknowledging the concern or problem brought up.
    1. If what they’re saying isn’t true, don’t say “that isn’t true.”
    2. Instead, acknowledge what they are saying and invite them to have a conversation to learn more about their POV.
  5. Affirm the comment if possible.
    1. Express that you’re sorry.
    2. If you aren’t sorry, you still want to empathize with people.
      1. e.g. “Thank you for voicing your concerns.”

 

Examples of how to respond to negative complaints

If someone makes a negative comment under your post:

Reply to their comment publicly (on the comment, not in a DM).

Example:
“Hi Sarah, thank you for voicing your concerns. We hear you and would love to talk to you more about this. We’ll send you a DM so we can continue talking to you further.”

Then send the student/person a DM.

Continue the conversation in a DM unless it becomes clear later that you need to have an in person or Zoom conversation.

If someone makes their own post:

If you have access to their post (if their page is public and/or you’re following them):

Comment publicly under their post. Say something similar to the previous example. Then try to continue the conversation in DMs.

If you don’t have access to their post (it’s private and you can’t see it): Send them a DM.

Example:

“Hi Mia, we heard about your post and would love the opportunity to hear more from you about this. Thank you for voicing your concern. Can you please tell us more about what you posted? We really do care and want to listen.”

Continue the conversation in a DM unless it becomes clear later that you need to have an in person or Zoom conversation.

Caveat: if their account is private, your DM will go to a separate folder that they might not see. But Lord willing they will see it and respond to you.

If someone sends you a direct message:

Continue the conversation in a DM unless it becomes clear later that you need to have an in person or Zoom conversation.

Example response:

“Hey Ryan, thank you for reaching out to let us know about your concern. We really do care and are thankful you told us. Would you mind sharing more with us?”

Conversation guide with TL’s 

  1. When tragedies or complaints happen, do you want me to run things by you first?
  2. Share what topics you would and wouldn’t generally create a post to.
  3. Are there any topics you’d want to stay away from?
  4. If a complaint happens, should I contact you or the person involved first?
  5. What is the process for your team handling online complaints?
  6. When big things happen and we want to post, I need time to create posts and make sure they will accurately reflect our movement. How would I communicate this to you?

Quiz For This Training

Next Step, continue with the training here

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