Fan Management Playbook

What does a sentiment score actually mean?

How to read a spike — good spike vs bad spike

What fan health score tells you and what it doesn't

When to act and when to wait

Don't panic — how to assess if it's serious

The difference between criticism and hate

When to respond publicly vs privately vs not at all

How to craft a response that doesn't make it worse

What to do when a post goes viral for the wrong reasons

How to use sentiment data to track if a situation is improving or escalating

When to involve PR

How to identify your most valuable fans

How to reward superfans without alienating casual fans

Reposting and amplifying fan content — dos and don'ts

How to turn a fan moment into a press moment

Setting community guidelines that actually work

How to handle conflict between fan groups

What to do when fans start fighting each other

Managing Discord servers — moderation tips

When fan passion becomes toxic — how to de-escalate

How to identify coordinated negativity vs organic criticism

The difference between a pile-on and a genuine issue

What NOT to do — don't engage individually, don't delete without explanation

How to use Artist Intelligence data to track if it's spreading to other platforms

When to go silent and when to address it head on

Protecting the artist's mental health during a pile-on

Working with platform moderators

The first 24 hours — what to do immediately

How to use Artist Intelligence data during a crisis

Drafting a statement — what works and what doesn't

How to know when a crisis is over

Post-crisis — rebuilding fan sentiment

When it's appropriate to respond to individual fans

How to respond to a negative review without it becoming a story

DMs vs public replies — when to use each

How to handle a fan who has become a problem

Supporting fans in distress — mental health considerations

How to respond to a sound going viral

When a sound is being used negatively — what to do

Duets and stitches — how to engage without amplifying negativity

Comment moderation on viral videos

How to read fan sentiment before a release

Using data to time announcements

Managing expectations when something leaks

Post-release sentiment monitoring — what's normal