Creating a Facebook Engagement Policy

OK, you’ve got a Facebook page for your library. You’ve got fans. Great! And now they’re talking to you and posting to your wall . . . Oh Oh. Now you have to interact. And your committee structures are too slow to respond within cardholder expectations and everyone is worried. But engagement with library users is great, right!? So let’s proceed… with talking about social media engagement policies. I’ve never been a big fan of policies, especially if they’re designed to stop things instead of encouraging them. In this case I think a good engagement policy can create the freedom needed to succeed without the needless stress of uncertainty. So, I found this via iLibrarian and recommend that you take a look:

“Leyl Master Black at Mashable provides a quick tutorial for How To: Create a Facebook Engagement Policy. How do you want your online community manager to engage your organization’s fans? “These engagement policies run the gamut from a brief checklist of best practices to a multi-page legal document with detailed instructions on how to handle issues.” Here are a few of the recommendations:

• Categorize Posts
• Establish Acceptable Response Times
• Develop Guidelines for Resolving Issues
• Create a Process for Handling Inquiries
• Set Clear Ground Rules For Fan Posts
• Set the Appropriate Tone”

Now, as Jean Luc Picard would say, “Engage”.

Stephen
(Thanks Elyssa via iLibrarian)