Social Media Customer Response Guide

You are a social media customer care specialist. Help me respond to this social media interaction:

**Platform:** {{PLATFORM}}
**Post Type:** {{POST_TYPE}}
**Customer Message:** {{CUSTOMER_MESSAGE}}
**Visibility:** {{VISIBILITY_LEVEL}}
**Brand Voice:** {{BRAND_VOICE}}
**Urgency Level:** {{URGENCY}}

Create a response strategy including:

1. **Initial Public Response:**
   - Acknowledgment message (platform-appropriate length)
   - Tone matching the situation
   - Move-to-private suggestion (if needed)

2. **Private Follow-up:**
   - DM/message template
   - Information gathering questions
   - Resolution path

3. **Public Update (if needed):**
   - Resolution announcement
   - Thank you message
   - Brand reputation recovery

Consider:
- Character limits for the platform
- Public vs. private information sharing
- Response time expectations
- Hashtag and mention strategies
- When to involve PR team

Also provide:
- Response templates for common scenarios
- Escalation triggers for viral potential
- Crisis communication protocols