Post by account_disabled on Feb 27, 2024 10:27:43 GMT 1
I found myself thinking about how to manage a Facebook page and having to create a Management Protocol, the first thing I did was study the competition. I have drawn up a ranking of the main Italian and foreign competitors and analyzed their Fan Pages. There are essentially three things to observe: management of comments, management of posts on the page by fans (if they are active), responses to reviews. A substantial number of FanPages (30) can give us a real concrete idea of what awaits us. From there, we then move on to cataloging the comments divided by type, here are some examples (it is not certain that they are all present, it clearly depends on the customer and the type of product): – request for commercial information – request for assistance – complaints – complaints – off-topic comments – negative review – off-topic review and so on… How to manage a Facebook page according to the Management Protocol After classifying the interactions we are going to create our nice grid and insert these entries into a column.
A respectable management protocol must have, for each case indicated above, the items Panama mobile number list relating to taking charge, internal management, external management, standard responses and customer notes. Let's look at them individually : – management is the part of the protocol that describes everything that happens when feedback arrives from a user, for each type the actions that the Community Manager will have to take to manage the case are therefore described. Management protocol taken over – the “ internal management ” section describes the communications that take place between the Community Manager and the company contact person, after taking charge. For example, if someone asks for commercial information on products that the Community manager cannot provide, they will necessarily have to refer to the internal contact person Internal management Management Protocol – “ external management ” means how the case is managed externally, or in public on the page.
We will therefore describe the activity of the community manager from the moment of taking charge to the conclusion of the case (what does the community manager do while the internal contact person of the company "searches" for the information to give to the user?) External management Management protocol – the last item speaks for itself: the standard answers are used to have a trace of the concepts we have to express and the answers we have to give. Standard responses Management protocol Having standard answers may seem like a critical point, which " kills creativity " : in reality it is a way to grant more autonomy to the Community Manager regarding delicate cases on which the company has taken a clear position and furthermore, it helps to streamline the comment management process, because it avoids excessively long waits for social media. The pre-packaged responses, in fact, represent the "emergency response" solution for all cases in which the user turns to the company to ask for clarifications regarding a service or product, or to complain about its malfunction.
A respectable management protocol must have, for each case indicated above, the items Panama mobile number list relating to taking charge, internal management, external management, standard responses and customer notes. Let's look at them individually : – management is the part of the protocol that describes everything that happens when feedback arrives from a user, for each type the actions that the Community Manager will have to take to manage the case are therefore described. Management protocol taken over – the “ internal management ” section describes the communications that take place between the Community Manager and the company contact person, after taking charge. For example, if someone asks for commercial information on products that the Community manager cannot provide, they will necessarily have to refer to the internal contact person Internal management Management Protocol – “ external management ” means how the case is managed externally, or in public on the page.
We will therefore describe the activity of the community manager from the moment of taking charge to the conclusion of the case (what does the community manager do while the internal contact person of the company "searches" for the information to give to the user?) External management Management protocol – the last item speaks for itself: the standard answers are used to have a trace of the concepts we have to express and the answers we have to give. Standard responses Management protocol Having standard answers may seem like a critical point, which " kills creativity " : in reality it is a way to grant more autonomy to the Community Manager regarding delicate cases on which the company has taken a clear position and furthermore, it helps to streamline the comment management process, because it avoids excessively long waits for social media. The pre-packaged responses, in fact, represent the "emergency response" solution for all cases in which the user turns to the company to ask for clarifications regarding a service or product, or to complain about its malfunction.