Connor BrookeI’ve been thinking a lot about explaining the basic workflow of a proper social media monitoring program for medium to large businesses, and I figured the best way to convey the concept is putting together some pictures.
Although it is a basic social media monitoring workflow, it also can be used to quickly get people all on the same page. Your business will need a couple of elements in place before embarking on your monitoring journeys:
1. Monitoring software
I suggest Radian6, it has the best workflow management hands down, and it integrates nicely with Salesforce, which is a huge plus.
2. Policies and protocols
If you don’t know the who, what, where, why, when, and how, everyone will be confused, and a social media blunder will be bound to happen. Let’s a take a call center for example: would you not train your phone reps on how to respond? Make sense?
3. A plan for ongoing training (just like a call center)
Like above, you need to allocate budget for ongoing training, for new hires and current employees alike.
Without further adieu, here is the basic social media monitoring workflow:
This article was written for Business 2 Community by Connor Brooke.
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Thank you for the very kind mention here, Nick.
Cheers
Jason Boies
Radian6 Community Engagement
Jason, your very welcome. Hoping to do business with you guys very soon….
Excellent! If you need anything, @JasonBoies on the Twitters. :)