Case Scenarios in Community Management Workshop
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Transcript of Case Scenarios in Community Management Workshop
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Case Studies workshop
What to do when…?
Initiative of the State Secretariat for Education and Research SER Annex of the Consulate General.
Swiss Knowledge Network with outposts in Boston . San Francisco . Shanghai and Singapore
June 19, 2013
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Agenda
• Introduction to case scenario
• Groups work on response /actions to be taken
• Discussion• Case scenario wrap-up
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Technical Note
• Case scenarios are from institutions in the U.S.• Divide in groups of 5• Case scenarios may merit (or not) an action / response
—Your call!• Be ready to present & explain your decision
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Case 1: Request for more information
Prepare your response (craft the exact tweet that you would post) & tell us what level of priority would this have
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Case 1: Request for more information
Group responses
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Case 1: Request for more information
Discussion
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Case 1: Curve ball
Would you have continued the conversation?
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Case 2: Al Gore’s speech @ Stanford
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Case 2: Al Gore’s speech @ Stanford
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Case 2: Al Gore’s speech @ Stanford
What would you do?
Explain your decision
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Case 2: Al Gore’s speech @ Stanford
Groups present
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Case 2: Al Gore’s speech @ Stanford
No action was ever taken by Stanford’s social media team.
Wise or not?
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Case 2: Al Gore’s speech @ Stanford
It has a pretty comprehensive comment policy…
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Case 2: Al Gore’s speech @ Stanford
Make sure you have a commenting policy to fall back on
Fine line between free speech vs. strong moderation
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Case 3: Mistakes Happen to the Best of Us!
Email sent to alumni
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Case 3: Mistakes Happen to the Best of Us!
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Case 3: Mistakes Happen to the Best of Us!
Prepare your response (exact tweet/post)
Explain your decision
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Case 3: Mistakes Happen to the Best of Us!
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Case 3: Mistakes Happen to the Best of Us!
Discussion
Was that response too informal? Just right?
How would you have done it in Switzerland?
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Case 4: A real Hassle
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Case 4: A Real Hassle
You don’t know identify of account—but it’s a student
Has institutionalized #fduproblems as a hashtag
Students follow & use # to complaint
Legitimate problems are being reported
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Case 4: A Real Hassle
What do you do?
Discuss & decide course of action
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Case 4: A Real Hassle
Groups present
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Case 4: A Real Hassle
What Farleigh Dickinson did (see last slides for full description)
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Case 4: A real Hassle
Was this choice a good one?
Pros vs. Cons
Isolated incident vs. longer term issue
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Suggestions
Do you have the name & contact info for everyone in your organization that handles a social media account?
Have you published commenting policies on your Facebook page?
Does your staff know what to do in a crisis (weather, security, etc.)?
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Case 4: A Real Hassle1. When did @fduproblems pop up? @Fduproblems started in August/September of 2011.
2. Did you have a twitter account then? We had a Twitter account long before then, but it was not actively managed for quite some time. I took over management of the account in the middle of the Fall 2011 semester.
3. Why is your twitter handle @FDUwhatsnew instead of FairleighDickinsonU? I did not create the account --a colleague of mine in FDU's public relations office created it and he chose the handle. I believe the name was chosen because @fdu was taken already and @fairleighdickinsonu is too long (Twitter limits handles to 15 characters) and @fduwhatsnew is nice and upbeat.
4. Did you create this handle to basically respond to the issues that were coming up? Like I said, I did not create the account. My colleague created it originally to use a media relations tool. That turned out to be rather ineffective and I eventually came to manage the account. I decided to make it more of a community engagement tool rather than as a media relations tool. When I took over management of the account, I quickly noticed @fduproblem's tweets and began responding to them (just as I responded to other students' complaints and comments).
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Case 4: A Real Hassle
5. How did you convince management to let you try this out? I am fortunate to have a very enlightened director. She doesn't have a background in social media management, but she does have quite a bit of experience in public relations and she understands how social media can be a useful tool for community engagement--which is where PR as a discipline is moving towards. She trusts my abilities and has given me a very long leash with which to manage FDU's Twitter account.
I don't remember if I ever asked her about engaging with @fduproblems or if I just saw the situation and went ahead and did what I knew to be right from a community relations standpoint. Either way, I knew that she would support me
in my endeavor.
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Case 4: A Real Hassle6. Did you manage this account yourself? Not quite sure that I understand this
question... I manage @fduwhatsnew myself. For the most part, I crafted the official responses to @fduproblems. Occasionally, the problems were severe enough that I ran them up the ladder to my director or higher, but usually, the problems were all fairly simple, garden variety things that I was able to handle.
7. Was the student body aware of your responses? When I started managing @fduwhatsnew, it only had about 400 followers and @fduproblems had a somewhat comparable following. We grew fairly linearly together for the first few months, until @fduwhatsnew's growth began to quicken and far outpaced @fduproblems' (today, @fduwhatsnew has roughly double the number of followers as @fduproblems).
Because @fduproblems was such a popular account, the student body couldn't help but be aware of my responses to @fduproblems. This is partly because @fduproblems often retweeted my tweets when I helped them and also because @fduproblems was more than just a single rogue account --it was a community. The individual behind the account popularized the #fduproblems hashtag and students used the tag just as much as they tweeted to @fduproblems. I monitored the chatter revolving around both @fduproblems and #fduproblems and reached out to students whenever possible and appropriate.
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Case 4: A Real Hassle
8. Would you say that @fduproblems is somewhat under "control'? It was a wild ride at first, but I did gain the trust of the founder of @fduproblems and we developed a working relationship built on mutual respect--I solved problems whenever possible and didn't treat @fduproblems as a problem student, but as an opportunity to demonstrate excellent customer service. @Fduproblems reciprocated by helping me spread messages during emergencies and also alerted me to other FDU parody accounts. @Fduproblems will never be fully under "control" since the account changes hands every year and each year I have to build a relationship with a new anonymous tweeter (see below).
9. Did you ever find out the identity of the account holder? I have not. The founder graduated and passed the torch on to a second anonymous student. That second student has just graduated and I suspect I will have a new @fduproblems student to deal with in the fall.
10. It seems he/she's graduating? Will u miss him/her? Did you feel you learned more things because of him/her activity? @Fduproblems never dies; she just changes, so I won't get a chance to miss her. I have learned a lot about customer service and crisis management from working with @fduproblems.