Many companies receive emails, Tweets, or messages through company websites. Sometimes, the consumer/audience member has a question. Sometimes they find a mistake or a user issue on the company’s website.
How we respond to those messages shows how well we listen to those voluntary contacts from the public and that can make a big difference in:
How do we respond when somebody Tweets, emails or contacts us through our website? First of, the response needs to be timely. Tweets – in a perfect world – are responded to within minutes. That’s not always feasible. Even I don’t respond to social messages 24/7, and I often respond quickly when I’m awake. Secondly, listen to what the sender is really saying in the message.
“Hello, your link to (INSERT A PLACE YOU LINK TO HERE) isn’t working correctly.”
That’s some useful usability information and there are many reasons why links stop working.
Just a couple of examples:
When messages are received, I recommend that we slow down and really read them. What’s the sender’s intent? What were they trying to do?
For example, somebody says: “Your Facebook button isn’t linking to your Facebook profile.”
They probably weren’t just testing my links but were trying to connect with me on Facebook.
Thanks for letting me know. I will fix this right away.
Many online users never correspond with us through messages where they share a thought, concern or question. When they do, let’s make the most of the interaction. It’s a chance to build a connection.