Example Social Media Engagement Model for Banks and Credit Unions
SEPTEMBER 23, 2010:
Brian Bierbaum, Vice President of Strategy and Growth
Social Media
Ever wonder how to plan for those unexpected comments that people post on your Facebook page or Twitter profile [insert your personal horror story or nightmare here]? Here is one simple exercise you can do to put management (and yourself) at ease and a few examples of results from responding quickly and confidently.
Your Social Media Engagement Model
The people who handle PR at your organization hopefully have a model similar to this one for responding to various events from customers, the media, and other outside sources. Why not have one in your social media plan? Below is a sample social media engagement model that walks through various scenarios and more importantly, defines who owns the ultimate responsibility for determining how to respond. I can attest that walking through these scenarios and establishing response processes that work for your organization will put management at ease and get your social media initiatives moving.
Case Examples from Facebook
As you work toward minimizing the risks of social media engagement for management, it’s important that you’re able to look to each other for examples of what’s working and what’s not when managing conversations on the Web. Below are a few examples from the financial services industry on Facebook and Twitter.
Interaction Examples: Service Questions
Interaction Examples: General Comments
Interaction Examples: Negative Feedback
This blog post was originally published on the Priority Blog at priorityresults.com/blog. Priority Integrated Marketing is now BlueSpire Strategic Marketing.