I attended Monday’s Realtime conference in New York City, at which the NHL’s Director of Social Media Marketing and Strategy Michael DiLorenzo gave a case study on how the NHL approaches social media. Of course, it was easily the most entertaining moment of the day for mega sports fan me, but that aside, it was also an amazing presentation with a ton of information.

I’ll write up more about the NHL’s presentation and overall conference later (I am in charge of technical support for a new student orientation this week, so time is tight), but there was one ironic and timely point in it that I must share. DiLorenzo mentioned that one of the things they have struggled with is responding via their NHL Twitter account in the wake of disciplinary news: “No matter what the discipline department decides, we’re going to get tons of tweets that say ‘You’re wrong.”

He mentioned that at 2:40. By 8:40, the NHL had another massive disciplinary situation on their hands: Vancouver Canucks Aaron Rome’s hit on puck-less Boston Bruin Nathan Horton that resulted in a severe concussion.

Rome was suspended four games by the league for the incident, effectively removing him for the remainder of the Stanley Cup Finals. On Twitter the reaction to the NHL’s decision varied immediately, ranging on the Goldilocks scale: some fans thought it was too much, some thought it was too little, and some thought it was just right.

Assume you are one of the two folks who man the @NHL Twitter account (yes, there are only two, mentioned DiLorenzo Monday.) How would you effectively use your Twitter account to respond to each type of fan? Do you not respond to one group? Do you respond to all? Because of the mass of Tweets, do you just not even try to respond to them at all? Do you focus on the negative ones first, where it sounds like you’re losing a fan?

And if you are a fan who Tweeted at @NHL about today’s disciplinary decision, what response were you hoping to get?