I had a great stay at the W Hotel in San Francisco last week. I was there speaking at a conference and like I always do, I share my experience with my community through various social sites. I checked in using FourSquare, I added a glowing review on TripAdvisor, and of course I sent more than one tweet on Twitter about the cool “Chill Pods” and great food at the hotel.
Not a peep back from anyone at the W!
Now I certainly don't post my comments about companies, good or bad, just to get a response from them, BUT when your organization has over 7 different accounts on Twitter and a Facebook Page set up, you would be wise to have SOMEONE listening!
The opposite happened this morning when I posted something on Twitter about checking out a social sharing site called GetGlue. within minutes Ami was in touch with me via email (she had to do a little work) with more information about their company. She said, “I just saw your tweets about GetGlue (thanks!) and wanted to reach out… let me know if I can get you anything else.”
Ami, is the business development director for Get Glue and SHE ROCKS! She was listening. She responded with more information (which I will use in an upcoming post on Social Sharing) which immediately moved their company up on my radar and I will be talking about her and Get Glue to others.
So how did she do it? How can your company be more responsive on Twitter and Facebook? Try these 5 Brand Management Tips:
- Set up a Google Alert for your company name (be sure to include different spellings, multiple words in quotations, and with or without spaces to grab every post). I have one set for “Getting Geeky” as well as “Gettn' Geeky.” Google will send you an email alert notifying you when someone talks about you, which you can receive as they occur, once a day or once a week. How long do you want to wait before you get that notification?
- Set up an alert through Social Mention. Again set up an alert for your name spelled without spaces (example: Gina Schreck AND Ginaschreck; Synapse3Di AND Synapse 3D) to get those mentions.
- Create a column on TweetDeck, Hootsuite or other third-party tool you may be (should be) using to monitor your brand on Twitter. Obviously if someone is referring to you with the @ symbol before the name (@GinaSchreck) it comes to your mentions column, but what if someone talks about you without using your Twitter handle? Have a column set for that.
- Check in on your Facebook PAGE at least twice a day–morning and afternoon. Unfortunately you do not receive an email letting you know someone has posted a new comment on your PAGE. You have to go to the page, or watch via Hootsuite or other tools. Answer any question, thank people for their comment or address concerns promptly. If you are getting hundreds of comments per day, you can summarize a response to a string of comments, but let people know you are there to be of help and that you appreciate their engagement.
- Lastly, MONITOR…hourly if necessary. Depending on the size of your organization, you need to be checking that Facebook PAGE, scanning Twitter Town for mentions and even conversations regarding your area of expertise or service, and like Ami, be ready to respond quickly! You never know, that quick response could just be the fuel for some great word of mouth advertising!
If you or your organization need help creating or managing your social presence, give us a holler…Im just a tweet away! @GinaSchreck