We created a social engagement playbook to keep 14 subbrands playing by the same rules.

Nestlé Canada is big. With 14 subbrands on social, each running their own multi-platform universe, we had to make sure they were all playing by the same rules. And so we created a Nestlé-Canada-wide engagement playbook that outlines a standardized workflow to let teams know who is responsible for what and when, and when not to, engage. It details how to prioritize responses, handle issues, and ensure messaging won’t damage a brand’s reputation.