Pharmaceutical engagement and conversation escalation

  • Published on
    15-Aug-2015

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<ol><li> 1. Product complaint Public response Conversation platforms Passive (Listening) Active (Stimulating) Environment Evaluation Escalation Engagement Engagement and escalation process Monitoring and triage Sed risus nulla, sollicitudin eget ornare vitae, blandit vitae lectus. Ut quis arcu ut nulla facilisis tempus blandit a nibh. jibbajabba said Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed risus nulla, sollicitudin eget ornare vitae, blandit vitae lectus. Ut quis arcu ut nulla facilisis tempus blandit a nibh. Sed aliquam consectetur libero vitae pellentesque. Pellentesque posuere imperdiet sem, vitae aliquet eros elementum placerat. dwight said Conversation of interest Compliment Complaint Question Challenge Information Off-topic Company Person Product Company Person Product Company Person Product Company Person Product Company Person Product ALLOW: Go to step 3, escalate, engage ALERT: Go to step 2, escalate ACTION: Go to step 2, remove, explain Other Step 2 Company Person Product Positive Negative Ignore Thank the person for commenting Correct misinformation Non-compliant Explain why the comment was removed; remind of terms or code constraints Factual Incorrect Adverse Event Drug Safety Compliant Legal / Medical Opinion Information check Content check Regulatory check Private response Situation room Communications, PR, Legal, Medical, etc. 2 3 4 Response 5 Report Acknowledge issue; next steps Answer with approved content or redirect Request 1 6 Product team Inappropriate Channel </li></ol>