Before creating a business page on Facebook, Twitter, Google+ or any
social media destination, you must familiarize yourself with the social media
community. It will take time to explore the tools and apps available for
business pages.
Photo Credit: Media Monitoring
Once you have the accounts, you are to perform four specific moderation tasks.
Photo Credit: Media Monitoring
Once you have the accounts, you are to perform four specific moderation tasks.
1. Monitoring. You check and supervise all
comments and messages. You do this every day. You check how many online friends
you have and how many comments you generate with each post. When you are using
a blog account, you always read statistical reports.
2. Resolving. Social media permits end-users to
ask questions and raise issues concerning a business. As a moderator, you
resolve each issue before sparking legal complaints or more serious damages. Clarify
wrong notions that your end-users are posting on social media.
3. Informing. Social media monitoring does not
just seek to know how good your social pages are. You also inform your social
media circle of friends about important things related to your business. You
post announcements and statements to keep your end-users updated.
4. Interacting. You are engaging to social media
because you like to connect with your end-users. You interact with them. You
chat with them. With them, you throw comments and “re-tweet” humorous messages.
Let us see how you will work as a social media moderator. Others may
call you a “social media manager”, but you deserve a better name: “Mark
Zuckerberg Jr.”
1.
Find out if
you have a new post. Evaluate the new post if it is positive or negative. If positive,
thank the one who posted it or throw a comment that will supplement the post. If
negative, you can either ignore or post another comment clarifying some points.
Bottom line: all posts deserve a relevant feedback.
2.
Analyze every
post. Posts that praise the business are, of course, pleasant to show on the
social media page. Problematic posts can damage the reputation of the business.
Delete them if allowed to. If the posts show a very serious concern, read
number 3.
3.
Notify the
proper department for serious concerns. If the posts reflect how poor your
service is, approach the proper department about it. On the other hand if the
posts show good things about the service, inform the in-charge department of
the service that the department is doing fine.
4.
Have a
monthly report on the following:
a.
Customer/consumer
satisfaction as reflected on social media
b.
Complaints
and criticisms thrown on social media
c.
Facts,
half-baked truths and lies that are known in social media about the business
After mastering your own accounts, you are now ready to track other
accounts what they say about your business. Remember, other accounts can also talk
about your business.
