Since the beginning of social media there have been a wide range of uses. Whether you’re sharing a picture of your breakfast or opining on this season’s The Bachelorette, social media has created an equal playing ground for reaching out to just about anyone.

For banks and credit unions, social media represents an important channel for direct interactions with your institution’s customers – but within a public forum. Because of its nature, social media has introduced its own set of rules in terms of effective communications. Responding quickly and appropriately can often turn a negative into a positive, while not responding at all can sometimes turn a small issue into a much larger one. Here are a few “do’s and don’ts” to responding to social media comments and what we can learn from real-life examples: