One of the services my company, Jen Fong Media, provides to direct selling companies is community management. This means that we help companies with the day to day of managing their social media presences, from writing status updates to responding to customer service issues. Sometimes we do this full time, and sometimes we provide off-hours support.
It gives me a real view into what consultants are actually doing on their company Facebook Pages. And it also made me realize that a lot of you probably don’t understand who is behind the Facebook Page. You see, your company probably has an internal social media team (who is from marketing or PR), or an outside agency, who handles a lot of the day to day on this Page. Why? Because the other people inside your company are busy with the day to day of running the company…managing your orders, providing you with training, creating marketing materials for you, and so much more.
So it makes me shake my head a bit when we see consultants who treat the company Facebook Page like they’re talking to other departments inside the company. As if posting on the Page is going to somehow circumvent the process that exists to provide you with service.
For example, the other evening we had a consultant post on one of the Pages we monitor. It started with, “I know it’s off hours but…” and then proceeded to ask when an order would be shipped. News flash: This is why your ordering portal or consultant services department exists. This is NOT an issue for the Facebook Page. Your off hours social media monitor has no way of circumventing the process and getting you that answer any faster than if you did what your company told you to do when you need that type of information.
And I see it over and over again. People posting because they’re too lazy to go through official channels.
We’ve started counseling companies to simply provide consultants with the number for consultant services, telling them to call in the morning. Because this is what you should have done in the first place.
Don’t be lazy. Don’t try to circumvent the established processes. Use the channels that have been established for you, and don’t make outsiders think that your company doesn’t have them.
Be a team player, and understand who is behind that Facebook Page.