Guide to manage your Facebook page
- Posted on July 3, 2012
Facebook has become the most important channels of communication for brands with their customers. To the point that brands and companies have opted to create a guide to use this platform for those who manage their Facebook pages to know what, how and when to answer their fans.
These guides are based on best practices, detailing how to manage and resolve situations that may come to be interacting with fans of their Facebook page.
Obviously, each company or product has its own business objectives, style and tone of communication.
The Fan Machine team gives you 6 tips to start writing a guide on how to use your Facebook page for better interaction with your fans and to increase the level of conversation with them.
1. – Categorize wall posts.
A good way to begin establishing these best practices for your page, is to categorize the wall posts you will do. To do this, you can group posts by category, for example: Polls, Images, Product Announcements, Questions, Concerns of users, etc. Establish rules to respond to the interaction of the fans with these publications.
2. – Sets response times.
Your fans need to know that you are aware of what they publish on your page or any concerns they have, and at this point is essential not to delay answering their questions.
Depending on the nature of your company and the size of it, the answer to your fans should not take more than a day, especially if any complaints or concerns expressed. In case your page displays an intense activity by fans, sets priorities for answers.
3. – Prepare to solve.
How to solve the questions and concerns of your fans, is as important as the time that takes you.
If a user leaves a comment such as criticism or feedback about your product, it’s good to answer this post and make it visible to other fans who may have the same concern. Ideally, to resolve serious complaints or concerns of users, bring the conversation from the page wall to the private messages or email.
4. – Manage doubts.
Inevitably, your Facebook page will be used by users as a means of support or customer service.
You can minimize this by making visible the URL, email or any type of contact info where they can lead to such issues.
5. – Be clear with your fans.
It is also important for a page to note that fans can publish or not.
In the description or on the company information of the Facebook page, you can itemize publishing parameters and actions that will be taken in case the content posted by users is offensive or if it doesn’t fit the rules established by the brand.
6 . – Sets the appropriate tone of communication.
The final step in the assembly of these best practices for publishing on your Facebook page, it’s how you say all this you have previously made.
Always remember to keep the personality of your brand, don’t copy other companies just to look more friendly or fun.
Set a genuine tone of communication with the direct message you want to give to your followers.