Webcare follow-up schedule
Remember to think about webcare outside office hours and during the weekend. The questions and certainly the disruptions of the residents are not limited to regular office hours! It is often not very difficult to set this up, because almost all webcare tools also work on smartphones and tablets. Whatever you decide, make agreements about it and record them.
3. The quality of the solution
For a webcare team of housing corporations, the following applies: Solve the problem as quickly as possible and try to meet or exceed the customer's expectations. When in doubt, always consult with team members or direct stakeholders within your corporation.
Phase your development process
Is almost everyone in your housing corporation convinced of the usefulness of social media and can you not wait to (re)start at full speed? Even then, my experience shows that a consistent use of social media requires good preparation and, above all, dosage. The practical rollout of the social media use at a housing corporation preferably consists of three phases:
Phase 1: technical preparation & organizational agreements
During phase 1, the technical platform is set up. This includes the realization and/or further development of social media profiles, the realization of links to the website and the selection and setup of a monitoring tool. The tasks and responsibilities are also set out to ensure the regularity of the activities and the communicative content. In addition, knowledge transfer can take place for employees who are given an active role in the implementation of social media.
Before you start working with social media, it is advisable to involve the staff in the how and why of using these new resources. My experience is that awareness of the staff is crucial for the final result. Especially if the intention is to involve more colleagues later in the process. Employees also often need information about what the housing corporation expects of them when it comes to private use of social media.
This is the moment when the professional social media deployment for the corporation goes 'live'. During this period, the focus is on the communication content, controlling the process and interpreting results at a do-and-learn consultation level. Try to organize a consultation with all social media team members within the housing corporation at least once a week.
Phase 3: Initial Evaluation
The third phase starts on average after about three months. Did you azerbaijan mobile phone number list start with online monitoring? If so, then – if there is sufficient customer demand – it can be further developed into webcare. Based on the results and the experiences of the social media team, pilots with new, additional channels can be started within the housing corporation.
Next steps
Photo source: iStock | Photographer: ayagiz
Photo source: iStock | Photographer: ayagiz
You now have quite a bit of information that I hope will help you get started on setting up or improving social media for your housing association.
In the next part of this diptych I will discuss the assignment of tasks and responsibilities in the use of social media for housing corporations. I will also show you what to look for when setting up the most used channels (visual and communication content) and when choosing the right tools for managing and measuring the use of social media.
Last but not least, in the second article I will highlight a very important topic for corporations; awareness and capitalizing on contact moments with residents. And how to purposefully link this to the use of social media. Until then, I am extremely curious about your experiences and additions to this article.