Managing a social account is more than just posting a few times during the week. It’s a two-way conversation. Social media managers should actively engage with their audiences. You might also uncover student or patient issues that require a larger group to help in responding.
- Managers should turn on mobile device notifications for any account they manage. You’ll then know when a user comments on a post or reshares. This is our recommended best practice, as it will alert you if there is a critical issue that appears in the evening or over a weekend.
- If you don’t activate device notifications, you should plan to check your channels regularly. Ideally, you’d do this several times a day; at a minimum, we would recommend three times a week.
- Statistics show that posts with more active and thoughtful interactions reach a wider audience. Engaging with your audience through replies and retweets make the account more successful and helps you to meet your goals.
What If I get a Negative Comment?
First, don’t panic! It is not uncommon to get a critical or negative post on social media. Your first instinct should not be to delete it – we encourage open communication on our channels, and this invites people to share concerns and complaints.
- If you can respond with guidance and direction to resolve their problem, and the content does not relate to patient-protected information, go ahead and do so.
- If the content contains vulgar language, implies violence or harm, or is libelous to a UF or UF Health employee, as an account manager, you retain the right to remove those posts from your social media channel. Please take a screenshot of the post before removal and send it to us so it can be retained for archival and reporting purposes.
If you receive a negative post or mention that is inappropriate or accusatory of UF Health faculty or staff, please contact the UF Health social media team at Social@ahc.ufl.edu as soon as possible. We will help you navigate through next steps.