With work from home orders still in place across much of the country, and phone lines and emails tied up with an influx of traffic, more consumers than ever before are turning to social media searching for answers or to air their frustrations.
Ideally, before you create an account, there should be a social media policy in place, both internal for the employees managing the account, and external so your customers know what is appropriate. However, if you’ve recently realized you’re lacking a policy, or it needs to be adjusted to the current environment, it’s a great time to implement new guidelines.
Here are some tips and considerations that can prevent sticky situations later on:
1. Create a code of conduct.
A Facebook fan page invites customers to share their thoughts and experiences—both positive and negative—but that doesn’t mean your brand has to become a victim to internet trolls on your own feed.