Social Media Transparency
When I was completing my undergrad I had the opportunity to work for a company as the social media intern. Part of my responsibilities was to post at a specific time each day to reach our target demographic, go through our page and like each comment, remove any inappropriate content (crude or swear words), monitor conversations, and reply to any emails/messages. One of the biggest things I remember was that we wanted the page to be authentic and professional. I remember the first time I came upon a post that was a complaint about a product we offered. I asked my supervisor what to do and he advised me to reach out to the customer with an appreciation for bringing the issue to our attention, apologize for the inconvenience and offer a solution. My supervisor said we wouldn’t delete the post because we want our page to be transparent, we don’t have anything to hide, and while issues arise, we will work to resolve and rectify the issue to keep it from happening again. Why Yo