Writing down policy guidelines can help you prioritize tasks and streamline communication, especially when multiple people are working on managing your brand's online reputation.
To start, here are some things you can include in your documentation:
Who is in charge of which channel . If it is everyone's malaysian numbers responsibility, it is no one's responsibility. Clearly define who is in charge of each channel and try to stick to it. If multiple people work on the same channels, clearly define their responsibilities so that nothing falls through the cracks.
Response templates . Create response templates for frequently asked questions. This will save time and help your brand sound more unified.
Who's who in your field . Do you have any influential partners that all team members should know about? Is there a particular troll that you no longer respond to because it would only make the situation worse? Keep this information in your policy documents.
Communication Guidelines
Communication guidelines help you prioritize daily reputation management tasks and decide which issues to respond to first.
Depending
the size of your following, you may receive a lot of mentions and reviews at once, so you'll need to decide what's urgent and what can wait.
Urgent: Could this review hurt your brand? Check the profile of the person who wrote the review. If they are popular in your space, the negative review may have a better chance of going viral. In this case, the situation may be urgent.
Not urgent: Could this situation be easily resolved? Is this a typical question or concern that you can easily address? It probably doesn't warrant an urgent response. But be sure to set an acceptable time frame for addressing non-urgent communications. You don't want to leave your customers hanging.
ORM Response Types
What you consider urgent will depend on your goals and your audience.