Anyone who manages social media knows that it can be difficult to keep up with incoming messages. From positive messages to timely complaints, it may seem like the incoming stream of messages never falls off. Inbox zero is a term that often applies to email, but the steps you take to achieve this can also be applied to your incoming social messages.
In this week’s #SproutChat, we honed in on how people tackle incoming messages, as well as discussing whether or not it’s necessary to respond to every message.
Inbox Zero for Social Media
Reaching inbox zero might seem like a unicorn of a concept, like a buzzword phrase thrown around by marketers. However, getting to inbox zero forces marketers to rethink their response strategies and take a step back to assess how necessary a response is for every message.
A1: Inbox Zero is the Promised Land.
Inbox Zero is the result of due diligence to keep up with and maintain your inbox and conversations on Social Media.
#SproutChat— John Venen (@JohnVenen) December 6, 2017
A1: Inbox zero [in-boks zeer-oh], (n): When every message not only has a ✅, but has been relayed to the client and personally responded to by your team. #SproutChat https://t.co/1xZoRWX0uz
— Chatterkick (@Chatterkick) December 6, 2017
A1: Inbox zero for social media would be checking all notifications, which includes reading and responding to comments. #SproutChat
— Express Writers (@ExpWriters) December 6, 2017
A1. Is there such a thing as "inbox zero?" We like to make sure we monitor all channels throughout the day and comment/respond when appropriate, but it never really stops! #sproutchat
— Bisk (@biskeducation) December 6, 2017
A1: When you're caught up on all of the comments, responses, etc. on social media platforms. It almost never happens. #SproutChat
— Netvantage Marketing (@netvantage) December 6, 2017
A1 #SproutChat: Philosophically, I'd define the state of "inbox zero" as being up-to-date on the information you need/actions you needed to perform in order to best assist your audience… In practice, have to concur w @martinlieberman 🙂 http://pic.twitter.com/CdxLpVik1X
— Jenny S. West (@jennyswest) December 6, 2017
A1: All engagements that need to be responded to or addressed have been done. It takes a village! #SproutChat
— Kathleen Gormley (@KathGorm) December 6, 2017
Not All Incoming Messages Require a Response
Social is a fast-paced environment and that’s goes double for brands. Sometimes it can seem as though getting to inbox zero is an impossible task for incoming messages. Acknowledging that every message a brand receives doesn’t always require immediate action can help free up time for social media marketers.
A2 I thanks ppl for nice mentions, and inquire about concerns #sproutchat
— Toby Metcalf (@Toby_Metcalf) December 6, 2017
A2: If they should be responded to. Not all mentions require responses. #SproutChat http://pic.twitter.com/7L49LNI3R1
— Netvantage Marketing (@netvantage) December 6, 2017
A2: It generally depends on the client but for most we do. We have some clients that their internal team manages "branded mentions" and we manage direct response. #sproutchat
— SocialXpresso (@socialxpresso) December 6, 2017
A2 Not all. If someone has an inquiry or shares something really positive then yes. #sproutchat
— Shannonigans (@mausi_nana) December 6, 2017
A2: as much as possible. A simple like takes a second but can go a long way. Important to note when something does require a message or worded response though #SproutChat
— Brand New Rules (@BrandNewRules) December 6, 2017
A2. Not *every* mention requires or deserves a response. This is where good judgment comes in, and a decision is made to either watch the conversation or interject yourself #sproutchat
— Holiday K. Lux ❤️🎄🤶 (@KellyLux) December 6, 2017
A2: I respond to *most* but we get a lot of the same mentions by consultants so those I don't respond to. Just depends! #sproutchat
— Jessie (@JessieAtAC) December 6, 2017
Prioritize by Importance
When putting together a social strategy, you’ll want to account for your response time and consider how you’ll go about responding to incoming messages. If you reply in chronological order think of the parameters for how long that task can take you.
A3: Typically chronologically, but always use judgement to determine if something needs more immediate attention. #SproutChat
— Ashton Hagood (@Ashton_Hagood) December 6, 2017
A3. Maybe filter by complexity. If you have a team, divvy up the notifications. There should be a plan in place. #SproutChat https://t.co/CzPa9vhSiG
— Mike Rana ✈️📱🇺🇸 (@michaelranaii) December 6, 2017
A3: I always monitor our FB group first and respond. Then in Sprout, I respond to everything else chronologically. #sproutchat
— Jessie (@JessieAtAC) December 6, 2017
A3. Stop fires. Always take care of customers who need you (generally people who have negative things to stay). Plus – answering/responding to positive posts after taking care of negative ones is a breath of fresh air! #sproutchat
— Bisk (@biskeducation) December 6, 2017
A3: Customer inquiries, then customer complaints. Then general messages/comments. #sproutchat
— Brad Lovett (@Brad_Lovett) December 6, 2017
A3 : Public Facebook comments have the longest lifetime, therefore are more risky which is why I recommend taking care of them first. #sproutchat
— Tristan Audet (@t_audet) December 6, 2017
Tackle Messages by Importance
It’s vital to respond to messages that require action, particularly if a brand provides a service to customers. If your brand does not have overnight support, check out some of the best practices that participants outlined for those “off hours.”
Handle them first thing in the morning…after reading @theskimm #SproutChat. Also putting the time we're responsive on our twitter profile helps.
— Shannonigans (@mausi_nana) December 6, 2017
A5: First thing, I get overnight support 😀
Second, my website & social media channels should be very specific about response hours.
Then I see two options:
1. Use auto-DM explaining opening hours and promising quick reply
2. Refer people to FAQ section in my website#SproutChat— Benny Gelbendorf (@BGelbendorf) December 6, 2017
A5. Head first! Somebody should always be on call to sanity-check posts coming through, though. I aim to teach staff across our business to know who to contact if they see something that needs flagging.
There will always be a degree of risk over night without dedicated support.
— Dion Van de Kamp (@dionvandekamp) December 6, 2017
A5: @Facebook gives you the ability to mark "away". That way, you can have a response saying you're out of office and will get back to them soon. As for other channels, you can check throughout the day just to make sure you're not missing anything important! #SproutChat http://pic.twitter.com/5r7vrOecSv
— Lendio (@Lendio) December 6, 2017
Join us for #SproutChat, next Wednesday at 2 p.m. CT, to discuss staying up to date with social trends. This will be a great conversation for 2018. Until then join our Facebook community to connect with other social media folks.
This post #SproutChat Recap: Getting to Inbox Zero originally appeared on Sprout Social.
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