Here is John's post:
http://www.johnhaydon.com/2010/08/org-facebook-page-decision-flowchart/
I will be running a training this week for about 45 Facebook authors for the 20 or so pages that we will be launching on Aug 23. John Haydon's points really made me think through how I was going to convey the importance of replying to comments to our authors. I need to be more deliberate about explaining that there is no silver bullet to replying, but you need to have a plan. You cant just wing it, especially when there are multiple authors and you are replying on behalf of the organization.
"We already know what some of the comments are going to be from some of our members. We already see them in comment cards, email, phone calls, conversations, etc. So how can we be ready to reply to those?" That remark came up during a recent planning meeting. And it is true, we will get some of the same comments. My thought is, you would respond in the same way as when you received the comments in the other means, except maybe look for some brevity and give a way to follow up.
One of the biggest push backs we get from our staff is that they are already so busy that how are they going to fit in yet another task to reply to comments. That is why we really need this structure to help them respond quickly, professionally and confidently.
Thanks for the mention John and for the extra inspiration to keep thinking this through.
Here is a quote that I liked the most from his post:
Five reasons why a decision flow-chart makes sense
Scalability – Staff can be brought into the social media workflow quicker with simple directions.
Consistency - A simple response policy means that you’ll more likely respond as one voice, instead of many disjointed voices.
Alignment - You can ensure that tactical responses on social media aligns with your over-arching business goals.
Speed - The quicker foot-soldiers understand protocol, the quicker comments get responded to.
Smarts - Granting the ability for staff to make decision on how to respond means that legal council can spend time on genuine legal issues.
I will be running a training this week for about 45 Facebook authors for the 20 or so pages that we will be launching on Aug 23. John Haydon's points really made me think through how I was going to convey the importance of replying to comments to our authors. I need to be more deliberate about explaining that there is no silver bullet to replying, but you need to have a plan. You cant just wing it, especially when there are multiple authors and you are replying on behalf of the organization.
"We already know what some of the comments are going to be from some of our members. We already see them in comment cards, email, phone calls, conversations, etc. So how can we be ready to reply to those?" That remark came up during a recent planning meeting. And it is true, we will get some of the same comments. My thought is, you would respond in the same way as when you received the comments in the other means, except maybe look for some brevity and give a way to follow up.
One of the biggest push backs we get from our staff is that they are already so busy that how are they going to fit in yet another task to reply to comments. That is why we really need this structure to help them respond quickly, professionally and confidently.
Thanks for the mention John and for the extra inspiration to keep thinking this through.
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