As part of the Chapter Social Media Support funded by SCORE HQ, online client review monitoring and response management is provided. This refers to the management and response to messages, comments and reviews specifically on the three centrally-supported social media platforms for your chapter: Facebook, LinkedIn and Google Business Profile.
Though we provide this support, responding to messages, comments and reviews can be completed at the chapter level. It is the really the preference of the Chapter Social Media Chair designated in Engage or other volunteer(s) within your chapter. If the Social Media Chair has the bandwidth and expertise to do so, our recommendation is for response management to be a handled at the chapter level. This is because, often times, the Social Media Chair may know the social media audience member personally or have greater insight into the topic of the message/comment/review. This will enable them to craft a more personalized, relevant message and deliver a stronger experience for the audience member.
With that being said, know that the HQ Social Team monitors all channels every 24 hours through SOCi, our social media management tool, and has you covered if you are unable to respond within that window.
Here are some tips:
- It is recommended that you respond to private messages to your chapter as soon as possible, or set up an auto-response that refers the user to your chapter website and/or office number to speak with a local volunteer.
- Liking or replying to comments on your chapter’s Facebook and LinkedIn pages (and other non-centrally managed platforms) will greatly enhance your community engagement.
- Respond to all reviews-- not just the negative ones. Getting a bad review is tough and it is easy to focus all of your energy into understanding that sentiment and resolving with the client. Positive reviews of your chapter should receive the same level of service. A "Thank you!" goes a long way!
For assistance or guidance regarding responses, complaints, inappropriate social media messaging to your chapter or reputation management, please email us at firstname.lastname@example.org.
Looking for more information about Chapter Social Media? Return to the Support Center.
Still have a question? Our social media team is here to provide additional guidance as needed. Please email email@example.com.