28 Jun Develop a Comment Monitoring Policy… Or use this one
If you’re going to use social media, then embrace commenting. Don’t just tolerate comments. Don’t just accept comments. Interact. Comment back.
If you are a company of one person, you may not need a policy for responding. Otherwise, before answering comments, develop some rules to live by. If you’re too busy, you can download the Social Media Response Flow Chart I already created for you.
Some things to remember when responding:
- Be positive. Respond in a friendly, upbeat, yet professional tone. Correct mistakes politely. Do not argue, insult or blame others.
- Be transparent. State your name and position with the business. This is your chance to personalize and humanize your business.
- Be honest. Own up to problems and mistakes. Inform customers when and how you will improve the situation.
- Be timely. Response times should be no longer than 24 hours.
- Be helpful. Point users to valuable information on your website or other approved websites. Follow up with users when new information is available.
Rarely. And I mean rarely, should you delete a comment. If you delete a comment, make sure it clearly violates your comment policy. Don’t have a comment policy? Check out why you need a comment policy here.
Something else to remember is not everything needs a response. Only respond to comments where you can add value such as correcting misinformation or serving the customer.
Make sure that the person who is answering questions is accountable, passionate, has the time to devote to responding and has the authority necessary to answer most comments. Make sure you have a plan in place to elevate high-risk comments such as a widespread problem, reoccurring problems or influential negative feedback.
What does your social media policy look like?