Customer service
Many questions and complaints from customers often appear on Twitter and Facebook. These questions must of course be dealt with as quickly and as well as possible. However, the intention is not for employees to open a personal helpdesk. Once they start doing that, they create an expectation that may no longer be met.
Hence the good decision to have questions and comments handled by the customer service or webcare team. Employees can play a role by, for example, taking on a weekend or evening shift of a digital customer service team. But even then, it is best to do this with clear agreements within the company, not spontaneously.
Commercial content
Commercial content is created by the social media team or by the marketing/communications people. The content is created to be shared by consumers. Of course, it is great if such content is also shared by the employees themselves. After all, how can you expect customers to be enthusiastic if your own employees are not? It is important to find a system that allows you to easily get the content to the employees and with which they can also easily share the content externally.
Informal content
Informal content is anything that describes daily life within a company. For example, think of a funny event in a meeting, a new Christmas tree, a specially decorated office, a move or another (small) remarkable event. This content is often created by the employees themselves. They then immediately share the content themselves on their own social media channels.
4 content flows
Of these four types of content, informal is perhaps the least clear. After all, this is a new form of content that was previously unthinkable. It is important that informal content makes the company values tangible. If you want to emphasize the family feeling as part of your culture, it is useful to show images of fun moments when people experience something together. Do you want to show the innovative character of your company? Then you look for images from the R&D branch or people poland phone data brainstorming together about a new concept.
Informal content should not be restricted too much. Just one rule or agreement and one objective: the informal content should make the company values concrete. It is a useful communication technique to give your company a human face. Moreover, you can make very concrete what you stand for. There is probably no better way to make your culture sharply visible than through your employees.
Do you see any other content agreements that are necessary to make it an impactful program? I am always curious about new insights and ideas.
Style makes the difference
Of course, this is the theory. So to speak, everyone can get started with this right away. It is of course logical that the difference is made in the implementation. The companies that can apply this most authentically and creatively score with it - the others do not. Employees who are able to put themselves and their company in the spotlight in a creative way are an additional plus. After all, they have to get started themselves. Part of the content is directed; forwarded from a commercial angle. However, the majority of the content should come from the employees themselves. This is how a company becomes human.
- Board index
- All times are UTC
- Delete cookies
- Contact us