How to Manage Social with Coronavirus Forcing A (Permanent) Work-From-Home Experiment.

More and more managers have probably seen the potential in having a remote team and might enforce more WFH rules in the future — how does one deal with that scenario?
Frederik Krogtoft
May 4, 2020 - 4 min. read

2020 was the year where companies everywhere were forced to close down offices and send their people home. We all know why.  

Having to work remotely made management tricky and cross-team communication a grind. You know, as well as we do, that streamlining social media processes, ensuring consistency, upholding quality, and prioritizing teamwork is no easy feat when your entire (professional) world is turned upside down.  

Even so, most of us managed to do just that. In fact, many teams managed so well that this “new normal” of working from home might just become a permanent shift in working patterns even after the closures are lifted.  

If you find that remote work is sticking around even as normality returns, here are a few tips on how to make things easier.  

Keep your content organized 

Structure is important to keep creating engaging content tailormade for your target audiences—especially when working in larger teams. When you can’t huddle up in a meeting room to get your team aligned, it gets even more crucial for you to have a proper framework in place.  

If you haven’t already, you should make some guidelines to determine who in your organization will: 

  • Draft content  
  • Approve content  
  • Publish and post content  
  • Manage your social media channels  

It might sound simple, but e-mail threads about ownership and alignment are one of the biggest time wasters when it comes to social media strategy. Therefore, we also recommend that you specify the user roles in a matrix to share with the team. 

Make sure you have a shared content pool in place where locations and team members can upload ideas and draft visuals. If you’re managing multiple campaigns and channels at the same time, we highly recommend that you add pictures and text into a collaborative overview in a spreadsheet or alike. Enabling the different user roles to comment and collaborate with notes only, will save you a bunch of time and leave lengthy e-mail threads in the past. Simple but effective.  

With Falcon’s editorial calendar in place, organizations can have a bird’s-eye view of all content published across their organization, which helps them to quickly spot great content, copy it, and repurpose it for different channels. This is just one of many examples of how our customers work together with their teams across locations and countries.   

Deal with your community 

These days, you might experience a wider variety of incoming messages on social networks, especially if you’re in e-commerce, health, or travel. The question is: How are you going to reassure your audience that you’re on top of things and making the right calls to handle the crisis?  

Response templates 

Start by creating custom responses to popular questions or inquiries. It’s a simple solution for onboarding new employees and ensures consistency as well as swift response times.  

Response templates will help your customer service teams reply to customers in accordance with brand guidelines. As a bonus, it’ll save your team a bunch of time.  

Divide and conquer 

Dedicate one person to be the “traffic manager” of all direct messages. This person will re-route all inquiries to the relevant customer service agent. Avoid having multiple people working on the same question but define clear roles of who takes care of what types of inquiries. You can also make use of tools that will help you implement automation rules to have messages automatically redirected, thereby saving the time spent on re-routing the questions manually.   

Keep track of your customer service team 

Customers are less patient these days and they’re expecting a speedy response—on social media especially. If you’re not sure how quickly your customer service agents are responding to direct messages or comments on social, create a specific response policy down to the target response time.  

Since time is of the essence in this situation, your customer service team could use all the motivation they can get to respond to conversations swiftly. Tools like team performance report help you find out the critical insights into the team’s customer engagement and customer support efforts.  

If you have the bandwidth, go into a few conversations daily, and jot down how much time it took each agent to respond. Using Falcon’s Audit Trails feature, you can go through conversations your employees have had with customers and have an overview of how they are resolving complaints and inquiries. This works great to give feedback on recent hires to ensure they are handling conversations according to your guidelines and in your brand’s tone of voice.  

It’s all about the proper tools 

The presence of a global pandemic has turned the world upside down, no doubt about that. But businesses are still hustling to do what’s required to combat COVID-19—and so are we.  

Practicing social distancing and working remotely can both be tough in uncertain times. We believe that with our social media management platform, your team can work better together remotely but most importantly you can accelerate your efforts in combating this outbreak. 

For a seamless workflow, sign up for a demo with Falcon today.