tag:blogger.com,1999:blog-16726900.post7932174984230574779..comments2024-01-18T12:05:00.152-05:00Comments on The 'M' Word - Marketing Libraries: Should You Respond to Comments on Your Social Media Sites?Nancy Dowdhttp://www.blogger.com/profile/05334494927083951535noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-16726900.post-59839979844630770132011-11-12T16:07:01.839-05:002011-11-12T16:07:01.839-05:00You're right, Katharine -- in a way, it should...You're right, Katharine -- in a way, it shouldn't be difficult at all. Although I mention 5 scenarios where I've heard about challenges, many libraries are using social media just fine, thank you.<br /><br />However, there are some that are held back by frightened administrators, lack of policies, or just plain old lack of time & staff. <br /><br />I found this decision tree quite useful for those difficult instances where someone leaves a negative comment. On social media, in print or broadcast media, or face-to-face, crisis communications is always a sticky situation. That's what this decision tree was designed for, and I felt it offered useful guidance that might keep some librarians from arguing about how to respond and from re-inventing the wheel if they didn't have a policy for crisis communication yet. <br /><br />Thanks for reading The M Word!!~Kathy Dempseyhttps://www.blogger.com/profile/16148885286539771057noreply@blogger.comtag:blogger.com,1999:blog-16726900.post-49370886028640157952011-11-12T05:16:02.579-05:002011-11-12T05:16:02.579-05:00This is really interesting - I'm surprised to ...This is really interesting - I'm surprised to be honest that this conversation is still a hot topic. I thought libraries had started to understand by now. We have FB and twitter and we encourage enquiries and comments through both and we treat the responses the same way we treat email - the accounts are monitored throughout the working day and comments responded to as soon as possible. <br />I don't understand why libraries are still finding this difficult.Katharine Widdowshttps://www.blogger.com/profile/01824167388969590553noreply@blogger.com