We worked with the Business Improvement Services Unit of Brisbane City Council to develop and deliver customised training on handling social media enquiries, complaints and getting the right language and tone. This unit receives approximately 10% of all inbound social media enquiries for the Council which are generally of a highly technical and legislative nature. The team wanted input on their workflows for handling these enquiries, and how to achieve a faster response which is understandable, as they had a tendency to respond very formally, long-winded and with acronyms and language which was not understandable to the general public, who were often venting in an irrational and emotional way. The outcome from the half day facilitated workshop, was that the team had received a thorough understanding of how to modify their responses moving forwards and an action plan of over 15 items to implement in the coming months.