Community management

Response time is the service. Reply fast, follow LEAP for anything difficult, and treat child safeguarding as overriding everything else in this kit.

7.1

Response SLAs

Type	First response	Resolution
Admission enquiry	4 working hours	Handover to admissions same day
General question	8 working hours	24 hours
Complaint / negative comment	2 working hours	Move to DM / call within 24 hours
Safeguarding concern	Immediate	Escalate to Principal + Group within 1 hour
Review (GBP / Facebook)	48 hours	—
Spam / abuse	Immediate hide / block	—

Coverage: Monday–Saturday, 8 AM–6 PM. Auto-reply outside hours with expected response time.

7.2

The response framework — LEAP

For any negative or difficult comment:

Listen

Read it fully. Don’t respond to what you assume it says.

Empathise

Acknowledge the concern in your first sentence, publicly.

Act

State the specific next step and who owns it.

Private

Move to DM / phone within two public replies.

Template — public reply to a complaint

“Thank you for raising this, [Name]. We take this seriously and want to understand what happened. Our [Coordinator/Principal] will call you today — could you send us a DM with your contact number? — Team Jaipuria [City]”

Shows every other reader that the school responds, without litigating the specifics in public.

7.3

Comment triage

Comment type	Action
Praise	Reply with a specific thank-you within 24h. Never just '❤️'.
Question	Answer factually, or say 'we'll find out and reply by [day]' — then do it.
Admission enquiry	Reply publicly ('DM sent!') + DM immediately + log as lead.
Complaint — legitimate	LEAP framework. Never delete.
Complaint — vague / unverifiable	One public reply inviting DM. If no DM comes, leave it. Don't argue.
Off-topic promotion / spam	Hide (don't delete). Block repeat offenders.
Abuse, profanity, communal	Hide + block + screenshot + report to Group Marketing.
Anything about a specific child	Delete immediately (child safety exception to the no-delete rule) + DM the commenter + notify Principal.
Anything suggesting harm to a child	Do not reply. Screenshot. Escalate to Principal + Group within the hour.

7.4

Child safeguarding — mandatory

This section overrides everything else in this kit

Any conflict between another rule and safeguarding — safeguarding wins.

Consent register: signed media-consent per child, per academic year, filed and checkable before every post. No consent = no photo. No exceptions for “just this once”.
Withdrawal: a parent can withdraw consent at any time, in writing. Remove all posts featuring that child within 48 hours. Log it.
Never publish together: child’s face + full name + class + school. Any two is the maximum. First name + face is the standard.
Never publish: home addresses, contact numbers, ID card numbers, transport routes, gate timings, or any image where these are legible in frame.
Never respond to a DM or comment asking about a specific child’s whereabouts, timings or transport. Escalate immediately.
Comments on child-featuring content: enable keyword filters (Group-supplied list). YouTube: hold all comments for review.
Legal basis: DPDP Act 2023 treats children’s personal data as requiring verifiable parental consent. Treat the consent register as a legal record, not a formality.

7.5

Crisis protocol

Triggers: any incident involving student safety, a viral negative post, a media enquiry, a page hack, staff misconduct allegations, or an accident on campus.

Within 1 hour

Stop all scheduled posts across every channel. (Every school must know how to pause its scheduler — test this.)
Do not respond to anything publicly.
Notify Principal → Group Marketing → Kyrascope, in that order.
Screenshot everything.

Then

Group Marketing drafts the holding statement. Only the Group speaks.
No campus posts anything about the incident. Ever. Not even a supportive comment.
Resume normal posting only when Group Marketing clears it.

Never

Delete the original post/comment (evidence), respond emotionally, speak to media, or let anyone reply from a personal account.

7.6

Page security

Two Admins minimum, two Admins maximum per page (Principal + Group Marketing). Everyone else: Editor or Moderator.
2FA mandatory on every account with any page role. No exceptions.
Quarterly access audit — remove departed staff within 24 hours of exit, not at the next audit.
Nobody from Meta will ever DM you. Any message claiming to be Meta support, copyright enforcement, or “your page will be deleted in 24 hours” is phishing. Screenshot, report, delete. This is the single most common way school pages get taken over.
Never log into a page from a shared or public computer.
All pages must sit inside the Jaipuria Meta Business Portfolio. Pages created from personal accounts are a governance and continuity risk.