your response could make or break you
TRANSCRIPT
Your Response Could Make or Break You.
SLIDE 1
As a social media manager, you
work tirelessly to elicit engagement
from your target audience on
popular social media networks such
as Facebook, Twitter, Pinterest, etc.
As a social media manager, you
work tirelessly to elicit engagement
from your target audience on
popular social media networks such
as Facebook, Twitter, Pinterest, etc.
As a social media manager, you work tirelessly to elicit engagement from your target audience on popular social media networks such as Facebook, Twitter, Pinterest, and more.
SLIDE 2
When you finally receive the type and amount of audience engagement you want, it’s an exhilarating experience!
When you finally receive the type and amount of audience engagement you want, it’s an exhilarating experience!
When you finally receive the type and amount of audience engagement you want, it’s an exhilarating experience!
SLIDE 3
After you finish celebrating
accordingly, you realize something:
Now what do I do?
After you finish celebrating
accordingly, you realize something:
Now what do I do?
After you finish celebrating
accordingly, you realize something:
Now what do I do?
SLIDE 4
You have a few options, but they all
fall under two main categories:
•Ignoring or poorly responding to
your audience’s interaction
•
You have a few options, but they all
fall under two main categories:
•Ignoring or poorly responding to
your audience’s interaction
•
You have a few options, but they all fall under two main categories:
• Ignore or poorly respond to your audience’s interaction
• Respond properly to their engagement
SLIDE 5
Let’s explore both options
SLIDE 6
Ignoring or Poorly Responding to Your Audience’s Interaction
Believe it or not, there are multiple ways to completely ignore your audience (which of course, we highly do not recommend!)
• Use an automated or canned response
for each comment/interaction
• Quickly send a negative message in retaliation
• Avoid the individual’s comment/question with
no response
SLIDE 7
Using Canned Responses
While this type of response has its time and
place, it is a bad idea to use a pre-written
response for every type of interaction with a
social media fan. These responses come off as
impersonal, untrustworthy, and honestly, lazy.
SLIDE 8
Always keep in mind the brand or company you are representing. Is your brand lazy and impersonal?
No? We didn’t think so.
SLIDE 9
Sending a Negative Message in Retaliation
You win some, you lose some.
In the case of an angered customer rant or rude comment, take a deep breath and respond professionally.
SLIDE 10
As an administrator of social media accounts,
you’ll encounter your fair share of spam,
unwarranted, or downright mean comments
from some users. It’s in your best interest to
properly address the engagement rather than
ignore it all together.
SLIDE 11
Avoiding fan engagement or comments is just as bad as using a canned response.
In fact, many brands wrongly use a canned response to actually avoid answering a fan’s comment or question.
Avoiding the Individual’s Comment or Question
SLIDE 12
Your fans’ actions and types of
engagement are a representation of
your brand’s responsiveness. Therefore,
always answer their questions, respond
to their remarks (whether positive or
negative) and continue to provide
them with intriguing content.
SLIDE 13
Properly Responding to Engagement
When you positively and properly respond to
your social media engagement, great things
happen.
Seriously, great things.
SLIDE 14
Have a VoiceYour brand has a personality, correct?
Of course it does.
Make sure your brand personality resonates
when responding to and engaging with your fans.
SLIDE 15
Examples of Brand Personalities
Need an example?
SLIDE 16
Old Spice
Hilarious,
entertaining,
in your face
SLIDE 17
Disney
Welcoming,
friendly, magical,
family-oriented
SLIDE 18
Intuitive, helpful, intelligent, fun, inventive
SLIDE 19
71% 83%
FAC
EB
OO
K TW
ITT
ER
Waiting days or even weeks to continue the conversation with a fan is a big no-no. According to a 2,000-person poll, 83% of Twitter users and 71% of Facebook users expect a�customer service response�from a brand within a day. More than 50% of Twitter users expect a response within two hours.
Be Timely
Source: Study by NM Incite
SLIDE 20
Be Thorough
A simple, “Thanks for commenting!” response is okay. But it could be a lot better.
SLIDE 21
When engaging, respond to the fan’s comment or concern completely. Ask a follow up question to keep the conversation going!
SLIDE 22
No one likes talking to robots. Have a sense of humor or show your fan that a real, living and breathing human is talking to them!
Click HereTo Read More
Be Human
SLIDE 23
Set up notifications
through email or
straight to your cell
phone. Also, it’s
always wise to set
aside 1-3 hrs. to
devote to managing
your social accounts.
Monitor Closely
SLIDE 24
Receiving online engagement from fans is a marvelous thing. But what you do after the fact will make or break your brand.
SLIDE 25
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