Social media When interacting Empower social Allow customers to Provide timely with customers media staff to post questions acknowledgement of reinforce the scope acknowledge and directly to the customer service of the social media respond to user Facebook wall, question - aim to channel to manage enquiries via social where appropriate, follow up with customer media in a timely and answer them. appropriate expectations (for manner. response or referral Reciprocate example “we’re within 1 business Direct customers via followers on Twitter unable to discuss day. social media to the to allow for direct policy or political most appropriate messages. Provide For inappropriate or decisions but can online service option for customer out of scope answer your options. to request unfollow. questions provide questions about…”) Where social media Proactively address alternative avenue to Provide clear aims express the question is being used to ‘hot topics’ or and manage deliver services, limit important questions or feedback. expectations via the use as a by featuring content Provide first name or channels through marketing channel that provides initials to indicate ‘about us’ sections or and focus on information and the identity of the a dedicated page on customer service answers on these social media officer website. interactions. topics. the customer is Use natural voice interacting with. Provide next steps when replying to that are clear and customers. Maintain intuitive professionalism.
Social media When interacting with customers reinforce the scope of the social media channel to manage customer expectations (for example “we’re unable to discuss policy or political decisions but can answer your questions about…”) Provide clear aims and manage expectations via channels through ‘about us’ sections or a dedicated page on website. Use natural voice when replying to customers. Maintain professionalism. Empower social media staff to acknowledge and respond to user enquiries via social media in a timely manner. Direct customers via social media to the most appropriate online service options. Where social media is being used to deliver services, limit the use as a marketing channel and focus on customer service interactions. Provide next steps that are clear and intuitive Allow customers to post questions directly to the Facebook wall, where appropriate, and answer them. Reciprocate followers on Twitter to allow for direct messages. Provide option for customer to request unfollow. Proactively address ‘hot topics’ or important questions by featuring content that provides information and answers on these topics. Provide timely acknowledgement of customer service question - aim to follow up with appropriate response or referral within 1 business day. For inappropriate or out of scope questions provide alternative avenue to express the question or feedback. Provide first name or initials to indicate the identity of the social media officer the customer is interacting with.
Qld-Government-Channel-Management-Strategy-v100.docx