Providing supporter care – and dealing with the trolls – on social media

Social Media Network
4 April 2019
14.30 - 17.30
Free and exclusive to CharityComms members (charities only). These events are for professionals who have strategic social media as the core function (over 50%) of their role.

Venue to
be confirmed

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
Welcome
14.50 - 15.10
Discussions: Delivering social supporter care
  • How does your organisation deliver social supporter care? Are you using chatbots? Other automated customer service? Live chat?
  • Where does supporter care sit in your organisation? How are comments assigned? Are they ever assigned to other teams?
  • How are other teams briefed? And how is social moderation embedded in individuals’ workflows?
15.10 - 15.25
Discussion: Following the rules
  • How do you ensure that your organisation is conforming with libel and defamation law through your social channels?
  • What do your community guidelines and ‘house rules’ include?
15.25 - 15.40
Case study presentation

Calling all charity speakers! We’d love to hear how you’re dealing with trolls, responding to difficult comments and empowering your community to moderate for you. Please get in touch with Harri with your ideas.

15.40 - 16.40
Discussion and activities: Approaching difficult comments and dealing with trolls
  • Helping vulnerable people – 10 minutes
    • How can you identify and support vulnerable people through your social channels?
  • Approaching difficult comments – 10 minutes + 5 minutes feedback
    • Each group will be given a difficult comment – discuss, drawing on your own experience, and come up with a plan for how you’d respond.
  • Dealing with trolls – 15 minutes + 5 minutes feedback
    • Each group will be given a troll – identify what sort of troll this is and what tactics you could take to manage this.
  • Community to the rescue! – 10 minutes
    • How can we empower our communities to moderate for us?
16.40 - 16.55
Presentation on well-being and support

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 wellbeing 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
  • Well-being support ideas – 5 minutes
    • What would the perfect wellbeing support for social moderators look like in an organisation? Using post-it notes, come up with as many ideas (training, techniques, approaches etc) as you can in 5 minutes – don’t forget, we need to have more bad ideas to find good ones!
  • Action plan – 20 minutes + 5 minutes for feedback
    • As a group, discuss each post-it note idea and write an action plan for how you could implement your preferred ideas in an organisation
17.30
Close

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.