Social Media Agencies Editing and Proofreading Services

Social media agencies hold the account that answers a brand's customers in public, in real time, frequently staffed by the most junior person in the building. A complaint arrives at 9pm, a joke lands badly, an activist campaign starts in the replies, someone posts about a bereavement under a promotional post. The person deciding what to say has minutes, no manager online, and whatever guidance exists. Almost every social media crisis is a response decision made by someone who was not equipped to make it.

We edit what social media agencies and in-house teams produce — community management guidelines and response matrices, escalation criteria and out-of-hours procedures, tone of voice guidance for social channels, approved response templates for common situations, crisis and issue response wording, complaint handling and routing to customer service, content calendars and campaign copy, platform-specific copy and adaptation guidance, influencer and creator interaction guidance, comment moderation and blocking policy, employee social media guidance, reporting and listening documentation, and client-facing proposals and reporting. Our editors work on the guidance that gets used at 9pm on a Friday.

The response matrix is the document that determines whether a situation is handled or becomes a story. Guidance saying to respond promptly, in brand voice, and to escalate serious issues, leaves the definition of serious to a twenty-three-year-old alone with the account. We build these so situations are named specifically — a complaint about a product fault, a complaint about a member of staff, an allegation of discrimination, a bereavement mentioned under a promotional post, a joke at the brand's expense that is genuinely funny, an accusation that is true, a pile-on beginning; so each carries the actual response wording, a decision about whether to reply publicly, move to direct message, or say nothing, and who to wake; so the criteria for stopping scheduled content are stated as observable triggers rather than as judgement; and so the do-not-respond situations are listed, because the impulse to answer is what escalates most of them. A matrix that names thirty situations is worth more than any amount of tone guidance.

Everything you send is treated in confidence, including client material, incident documentation and unpublished campaigns. We are editors rather than community managers, crisis advisers or legal advisers, and we offer no view on any response decision, platform policy or legal question. What we can do is make the guidance specific enough to be used under pressure.