Providing supporter care – and dealing with the trolls – on social media
Supporters are increasingly turning to public-facing social media for instant, on-demand support. So in order to deliver the quick, quality supporter care this fast-paced environment calls for, there’s a lot we need to take into consideration.
From how we can physically deliver this service and follow the ‘house rules’ to dealing with abusive/tricky comments and looking after yourself and your teams. At this meeting, we’ll be exploring how we’re all adapting to this shift in social media-driven customer service.
On the agenda
14.30 - 14.45
Registration and refreshments
14.45 - 14.50
14.50 - 15.10
Discussions: Delivering social supporter care
15.10 - 15.25
Discussion: Following the rules
15.25 - 15.40
Dealing with trolls, difficult comments and getting your community to moderate for you
Hannah Lattimer, social media officer, Samaritans
15.40 - 16.40
Discussion and activities: Approaching difficult comments and dealing with trolls
16.40 - 16.55
Well-being and support: a case study
Calling all speakers! Looking after yourself and supporting your team when dealing with distressing or confronting interaction through social is essential. Does your organisation have good well-being support in place for your social team? Would you be up for sharing this with the group? Please get in touch with Harri.
16.55 - 17.30
Action plan: well-being support
Booking your place
Booking for this event will open towards the end of February. If you’d like to be one of the first to hear about these events, please email Sarah Cutress to be added to the mailing list.
These events are for professionals working in charities who have strategic social media as the core function (over 50%) of their role. Please only book if this rings true with your role – thank you.
About the Social Media Network
This networking group looks to address a gap for strategic and professional development of social media leads working in charities and not-for-profit organisations.
Each meeting will offer a safe space for members to chat about working in charity social media, with the focus of discussions on strategy-led topics. This is a space to learn together and share best practice, challenges, successes and inspiration with your peers.
Attending the Social Media Network events is free and exclusive to CharityComms organisational and individual members (charities only).
In between events, stay in touch with your peers via the Facebook Group CharityComms Social Media Network.
These events are for professionals who have strategic social media as the core function (over 50%) of their role working in charities.
If you’d like to be one of the first to hear about these events, please email Sarah Cutress to sign up to the mailing list.
If you’re interested in presenting at a future event or joining the steering group, please contact Harriet Smith for more information.