Feel the social media fear (and do it anyway). Jo Smith Communications manager Argyll and Bute Council September 2011. About Argyll and Bute. Our social media situation January 2011. Overcoming hurdles. No-one uses it. It’s dangerous. Social media’s just for kids .
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Argyll and Bute Council
No-one uses it
Social media’s just for kids
11,200 ‘Argyll’ Facebook users
Those 11,200 are over 18s
What if we’re inundated?
No-one will do any work
It’s just for fun
Management issue – remember telephones?
Design new systems
How will we cope with negativity?
Our network can’t cope
It’s a business tool – channel shift
Like saying we don’t have enough paper.
The same way we deal with other negative coverage
‘Intelligent but lazy’
Discover blog posting about the council.
Is it positive?
Is it a site dedicated to bashing the council?
Don’t respond to specific posts
A factual and well cited response may agree or disagree with the post, provided it is not negative
You can agree with the post, let it stand or provide a positive review
Do you want to respond?
Is this a rant, joke, ridicule or satire?
FIX THE FACTS
Respond on the comment board with correct facts
Are the facts incorrect?
Is this the result of a negative experience form one of our customers?
Rectify the situation, respond and act on a solution
Let the post stand – no response
Share the blog with other
Base response on circumstances, influence of blogger
and prominence of stakeholder.
Will you respond?
Make sure council connection is clear
Include or state your evidence eg links or other references
Take time to create a good response. Don’t respond in anger.
Make sure your tone reflects the council’s professional approach
Focus on the most influential blogs – don’t respond to all