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How to be Reactive and Proactive on Social Media

Bing active on social media

Placing your business on social media is the way forward for almost every business out there.  It’s expected by your audience as well. As of course is having a website.  But how do you manage to stay on top of all of this AND run your business too?

Where is Your Audience?

The easiest way to do this is to set up your business on the social media platforms that you’ll find your audience on.  Remember, you’re not going on the platforms you want.  You’re looking for the platforms your audience is found on.

Be Appy!

Once you’ve managed to set them up and started your accounts, you then you need to make sure you respond to any queries that crop up. To do this, you need to add the relevant apps to your phone. I would also suggest that you add them on the first home page so you can see immediately when notifications arrive.

Share the Load

You might also benefit from having more than one person respond if you have a high level of comments and private messages on your page.

Many businesses that have a larger, responsive audience may consider using a third party app such as Social Pilot or AgoraPulse.  These paid for platforms can help you create an inbox zero and you can assign comments and complaints to other people in the company for faster and more appropriate responses too.

Manage Expectations

If you think about it, you personally have a certain expectation as to when businesses should respond to your comments and messages on social media. Unfortunately, so does your audience.  If you post a comment on a Facebook page that deems a response, you would expect to see a response by the end of that working day. If you post a comment or a complaint on Twitter, you would expect a response much faster (maybe depending on the size of the business). 

Be Fast!

Well now you’re on social media – your customers will expect the same.  You may have noticed that there is a Fast Response badge that you can receive if you respond within 15 minutes as well?  It’s tough but achievable.

Now Time to be Proactive

Reacting is great, but being proactive is better!  Over time you’ll understand what questions your audience is asking, and hopefully you’ll be able to clear up any muddy waters with an FAQ.  These simple lists can be searchable and added within a website, your Business Messenger can chat (using chatbots) or maybe you can create in-depth articles about their questions?  Repurpose everything into infographics, videos, and even the odd Live!

Schedule Content

The term “social media” implies that at some stage you should be social.  One of the best ways to do this is to share other people’s related content.  The more you become a repository of useful and relatable information to your audience, the more top of mind you’ll be.

Chatbots

You can have chats in various places, but the most recognized would be Facebook Messenger.  With these little nano natterers, you can apply a prefixed response to any standard questions.  For instance, if you’re regularly asked “Where are you located?” chatbots interpret and process user’s words or phrases and give an instant pre-set answer.

Finding Content

I said schedule content (posts, images, white papers, etc.).  However, that can be hard sometimes I agree, and daily Google searches aren’t ideal!  I would suggest looking again at other paid-for platforms such as BuzzSumo, Buffer, Feedly, and Postplanner.

Themes

Types of content can be a struggle as well.  I tend to start with themes for my business.  For instance, I would discuss different social media platforms and go into in-depth explanation of changes and updates.  You could perhaps spend weeks or months talking about your various products or services each time?

Content Plans are Your Friend

Content plans are life for the business on social media!  They don’t need to be massively detailed – some can be insanely detailed!  I would suggest though, that you write out your plans for maybe 3 to 6 months to get you started.  Then mull over themes, find content from other websites (as above), and then create your own.  There’s no absolute in this, but some people believe that you should spend 70% of your time talking about other related and useful content and 30% talking about your own.

Calls to Action

Remember, we’re still trying to be proactive here!  Have a smart and quick call to action that keeps your audience hooked.  Answer a problem, a pain point they have with your product or service.  Get them to sign up to your email marketing with a small fix or download.

Ask for Help

Once you’re really busy, you may need to consider more help.  That can of course be in the form of more staff or you may want to consider a Virtual Assistant?  This may keep you ticking over until you can afford to employ someone part time or full time.

If you would like some assistance with this for your business and want a fresh pair of eyes to bring you up to speed, then contact me at www.stomp.ie and I can add a zig to your zag and get you moving in the right direction.

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Melanie Boylan
Melanie has been supporting business owners with Social Media Training and Management since 2013 after a Magician asked for her help with Facebook. More on that later...
In late 2016 Melanie started writing for Irish Tech News and now travels to locations throughout Europe and reports, blogs and Live Streams her experience of events whilst she's there.

Her interests span Social Media (of course) Event Planning and Co-ordination, Start Up Business Support, Mentoring and Sponsorship on the job. However, off the job she's into SciFi / Sci Fact, STEM and Space. Oh and Cats rule.

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Melanie has been supporting business owners with Social Media Training and Management since 2013 after a Magician asked for her help with Facebook. More on that later... In late 2016 Melanie started writing for Irish Tech News and now travels to locations throughout Europe and reports, blogs and Live Streams her experience of events whilst she's there. Her interests span Social Media (of course) Event Planning and Co-ordination, Start Up Business Support, Mentoring and Sponsorship on the job. However, off the job she's into SciFi / Sci Fact, STEM and Space. Oh and Cats rule.

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