Interactions with the users

In the management of the social network channels, particular attention must be paid to comments and requests coming from the users. These interactions must never be left pending; if research or checks are needed, the person responsible for the account can, meanwhile, reply to the interlocutor to show that the request is receiving attention and will be dealt with.

When an official social profile publishes a criticism or a negative comment, certain basic rules need to be observed: contact must be made with the Social Network Editorial Office to agree on the response; the right tone must be adopted with the interlocutor, avoiding any offensive or critical remarks; polemical or gratuitous comments that are not explicitly offensive or in violation of the social media policy should  not be removed and can be left on hold  to avoid verbal skirmishes.