In the final part of our blog series on using Twitter as an effective platform for event communication we will be looking at Managing your twitter account and how to respond to negative tweets.
Managing Your Twitter Account
Like any social networking platform Twitter never shuts down, your followers are able to contact you via your Twitter account 24/7, this is why it is vital to have someone who has total ownership of the account and manages it on a daily basis or a team of people monitoring and updating the account. The frequency of the updates can be determined on time frame of the event so depending whether it is the immediate lead up to the event, during and post event the level of monitoring needs to be adjusted and increased accordingly.
Twitter is all about engagement, if you are using it as a way to communicate with your delegates, you need to ensure you respond to any questions, tweets or Direct messages as soon as possible. One of the benefits of using Twitter as a communication platform is its level of immediacy, many of the largest news stories in recent times have been broken on Twitter, and people affected by world events often use Twitter as a method of communication. It’s updated constantly and as such anyone serious about using it must be able to commit to it as a platform which requires constant monitoring.
Responding to Negative Tweets
A lot of businesses are worried about using Twitter as it is a high public level of communication and anyone can start using Twitter and write a negative tweet about a business or individual. It is important to remember that even if you decide not sign up for Twitter those negative tweets will still be out there and you can only deal with negative feedback/tweets if you know about it.
Monitoring Twitter for certain keywords such as your company name or event name means that you’ll be aware of any tweets that are relevant to you. If anyone posts anything negative, it’s vital that you respond to it as quickly as possible. If it’s a complaint, try to explain what happened, apologise or request their contact details so you can contact them off of Twitter.
Dealing with negative tweets and complaints in a public forum gives you the opportunity to show how good your customer service levels are. Companies are humanistic and as such will always make mistakes; people are aware of that. It’s how you respond to that complaint that differentiates you from your competitors. If a customer’s complaint gets ignored, this can sometimes cause them more irritation than the original complaint itself.
Following up the complaint via Twitter shows to the aggrieved Twitter user and to your whole network that you are actively engaged in ensuring you provide high value and high quality customer service.
If you have enjoyed ou three part blog series on Twitter and Event Management industry then why not download our free whitepaper:
The Benefits of Twitter to The Event Management Industry:
Improve Communication Before, During & After Events with Twitter
evocos is a fully web based event management software, if you would like to discuss your event software requirements then please call and one of our team would be happy to talk to you 0800 369 8677 or email us events@evocos.com or complete our contact form and one of our team will call you right back.
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