Social Media Response Policy

Social media play an important role and 

as a main mass media for organisations nowadays. 

Globally, participation in social media is growing rapidly and 

more people connect online via social media platforms.

However, with the rapid growth and application of social media,

 organisations need to have social media response policy
to make sure have guidance as to the organisations'expectations
of their behaviour towards customer and communication online.

So, why is the social media response policy important?

build a good relationship among customers

Social media response policy is the guideline to
ensure prevent problems proactively and solve the problems
rather than being left which is suggest by customers.
It helps in preventing customers has bad experiences or
bad impressions towards organization through the social media platform.

maintain brand reputation
There are a lot of customers or clients may complaint
through social media and it will directly get attentions by public
even it will become worst if doesn't solve properly.
However, if an organisation may quickly address the issues
and conduct appropriate responses and actions
against the issues in a proper way.
This will ensure the organisations' reputation
is not damaged by comments placed.

avoid misuse and misunderstanding
Social media response policy helps to allow the company to
allocate the responsibility for content control
to avoid confusing among the department.
Besides, employee must know well about what they can or can't post,
what role they play as well as
needs to make contact with internal organization
to get approval for comments.

Source : http://www.socialmediatoday.com/content/why-social-media-policy-important-your-business

      http://www.wetalksocial.co.uk/implementing-a-social-media-policy/

Okay
how it can be effectively used by organizations?
"AIRASIA" is the example that I want to further discuss.

source:(http://www.ignitesocialmedia.com/social-media-examples/top-brands-social-media-customer-service-facebook-twitter/)

Standard procedure
AirAsia replied users in a proper manner with
titled customer at beginning followed by answering users' question.
It is a best way to communicate with user because
it helps in creating or forming good impressions from other users
as social media is a wider platforms for spreading news.
So, must address the users at first before answer them.

Respond time rapidly
Respond to the users must actively to make sure
there won't exist others bad comments.
So, an organisations must set a time for the social media executives.
AirAsia replied the customer within 24 hours, thus
users doesn't think they are being ignored.
They may feel that their problems are take actions and solved
in a short time.

Reply customer in a good manner 
AirAsia didn't reply rudely and also be patient in replying customer.
As the conversation above,
AirAsia great users with "HI" at first.
Therefore, users may feel that they treat by friendly and
also won't make any further complaints.

THANK YOU FOR READING:)
HAVE A NICE DAY.