How do I decide to which comments to respond?

A response or a lack thereof communicates volumes! Here are some rules of thumb to help you decide when you absolutely should and when you might not need to reply:

Knowing how to reply to a comment is undoubtedly important, but so is recognizing when a response is warranted and when it might not be necessary. A well-placed response can help you to efficiently, but also effectively, address comments without the need to reply to every single one. Managing, evaluating, and responding to comments can be a time-consuming endeavor. If a comment meets one or more of the criteria listed below, it might be a good idea to consider a response:

Polarity

Is the comment notably positive or negative?  It is quite typical to respond to negative comments often in an effort to engage in some form of perceived 'damage control.' However, when positive comments do not receive any acknowledgement, users may feel less inclined to share such comments in the future, leaving you with only negative comments to sift through. Do not limit your evaluation by merely looking at the score associated with a comment. Consider the quality of the comment - both negative and positive - when trying to decide whether to respond or not. 

Reoccurrence

Are there themes that repeat across and within surveys? Take note of themes that surface within a survey period, but also keep track of themes that tend to ebb and flow across different surveys. It is easy to forget about a handful of comments about a topic that occurred six months ago, yet those very comments could help you make sense of a flurry of feedback pertaining to the same topic in the most recent survey. When you identify meaningful patterns, it might be time to think about a response. 

Importance 

Does the comment reference an important matter? Of course, all comments are important because team members took the time to write them. However, it is safe (albeit unpopular) to say that some topics are simply more important than others. For example, comments suggesting bullying or unequal treatment at work are of greater importance than comments about parking or the free snacks at work. Those topics that are of greater importance should therefore be prioritized when deciding whether to respond or not. Note that those 'more important' topics that are generally also the ones that are more challenging to address, so be extraordinarily conscientious in your response. It is easier to add gluten-free options to the snack line-up than it is to tackle a workplace bully. Fact. 

Impact

Does a topic/comment generate a lot of discussion? A spike in activity suggests that individuals care about a certain topic and so should you! If a single comment generates an exceptionally high number of reactions, it is worth monitoring the conversation closely as you articulate your response. A number of team members may be anxiously awaiting a statement from you. 

Uniqueness

Does the comment stand out for any reason? If it stands out to you - due to choice of words, length, content, or for any other reason - follow your gut and pay extra attention. For example, a comment that contains a lot of exclamation marks or is three times the length of a typical comment may be indicative of strong emotions that ought to be addressed. You know your organization best and know when a comment is atypical, which is a good indicator that a response might be helpful. 

Bonus round

Finally, here is a bonus tip from our teamecho Pros: Timely and appropriate reactions by leadership are key to employees' experiences at work, which is what is reflected in teamecho. Rather than merely utilizing teamecho reactively, you can use the app proactively to guide the discussion, set priorities, and learn from your team members. If a topic surfaces in the survey or the comments that aligns with your strategic plan or is otherwise important, use your position to draw attention to it by responding, even if it does not meet any of the above criteria. In doing so, you can rely on your team members to help you make sense of the status quo as well as generate ideas for how to tackle certain topics.