Session Description: When issues arise at our institutions - both on and off social media - our first reaction is to go “dark” on social media. While that’s definitely a needed reaction in certain instances, sometimes social media can help you formulate a thoughtful and informed response. Learn from examples from various institutions on how to use social media listening to respond thoughtfully and how to incorporate various listening tools into your overall strategy. Additionally, you’ll learn how to create a response plan for when issues arise at your institution - or in the world - to avoid posts coming across in bad taste or tone deaf.