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Erudite AfricaCenter of Excellence
← Social Media Management

Community management and complaints

Module 03 / 5 · 65 min

Answer comments and messages on time and in the right tone, move private matters to secure channels, moderate by clear rules, escalate correctly and log every complaint.

In this module you will learn to

  • Apply response time standards and measure the page against them
  • Reply in a calm, respectful tone using the SAFE method
  • Move account matters to secure channels without ever sharing or asking for account data in public
  • Moderate comments using written rules and escalate issues to the right team
  • Record social media complaints in the complaint register and track them to resolution

Built on

  • Erudite Africa course specification: 4.h Social Media Management, Level 1 Beginner (October 2026)
  • Erudite Africa: Training Module, Ethiopian Context, programme overview and regulatory register (October 2026)
  • NBE Instruction FCPED/142/26 (21 April 2026) on customer fraud awareness campaigns; National Bank of Ethiopia Proclamation No. 1359/2025; financial consumer protection directive reported as FCP/01/2020
  • Capital Market Proclamation No. 1248/2021
  • Ethiopian laws as cited in the course specification: Personal Data Protection Proclamation (reported as No. 1321/2024), Hate Speech and Disinformation Prevention Proclamation No. 1185/2020, Computer Crime Proclamation No. 958/2016, Advertisement Proclamation No. 759/2012

Examples and organizations are fictional. Apply your own organization's approved policies.