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Social Engagement Flowchart - 2009
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Social Engagement Flowchart - 2009

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From a 2009 whitepaper I collaborated on, "Customer Service Meets Social Media: Best Practices for Engagement"

From a 2009 whitepaper I collaborated on, "Customer Service Meets Social Media: Best Practices for Engagement"

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  • 1. Positive Thank Post You! Unhappy Service Customer Recovery Official Sites Create Create Rant, Pages & Monitor Profiles Ridicule, Groups Only Internal Fan Sites Rant Sites or Rage Team Provide Incorrect Correct Facts Info PLAN LISTEN PARTICPATE EVALUATE RESPOND Yes Share with Join & Post Others & Business Industry Factual Post: Competitors Follow Updates & Add to the Goals Sites Respond? Content Conversation No PLAN LISTEN PARTICIPATE EVALUATE RESPOND· Why participate in social · Before jumping into a · Create engaging profiles with · Evaluate inbound · Unhappy customers should media? What are you trying conversation, get a lay of the pictures of real employees. comments and determine be engaged. Show that to accomplish? Timeframe? land. · Create groups (i.e. Facebook) whether to respond or to you’re listening, and pursue· Who within the organization · Spend some time monitoring and pages (i.e. Twitter). remain silent. a solution if possible. will participate in social conversations on sites where · Join other groups & forums, · In some instances it is better · Do not respond to media conversations? All your brand, products, or and follow individuals. not to respond (i.e. rants or aggressive, hostile, satirical conversations, or a specific industry are being discussed. · Post status updates and create bashing), in others, a or degrading individuals. category? · Identify channels (forums, unique content. Begin to build response is a must. Monitor only.· Ensure Employee blogs, social networks) and a trail for others to learn about · For neutral, positive or · Inaccurate posts should be Guidelines are in place for influencers (positive, negative you and your brand. accurate negative posts, the corrected in a positive tone. your organization. and neutral). choice to respond is yours. · Factual posts are ideal for continuing the engagement.