Looking for some ideas here... I'm trying to develop a process for responding to social media posts and other customer feedback related to our medical device. Because of the instantaneous aspect of social media, the timeliness of responses is super important. We have resources devoted to responding to posts using templated responses. The templated responses go through an informal review which I would like to formalize and be sure Regulatory and Marketing pre-approve the templated responses. Pre-approving the templated responses allow us to respond much quicker and still satisfy the "review and approval" portion of 13485. I don't know if there are any issues with this type of approach though.
My other concern, from a QA point of view, is how do you manage such a list of templated-responses? The traditional approach is to create a document that has templated responses and keep adding to it as new issues arise. So, the document would increase in revision quite frequently... But are there other approaches that you have found work for control of templated responses for customer feedback?
My other concern, from a QA point of view, is how do you manage such a list of templated-responses? The traditional approach is to create a document that has templated responses and keep adding to it as new issues arise. So, the document would increase in revision quite frequently... But are there other approaches that you have found work for control of templated responses for customer feedback?