I recently asked a question on my Facebook page to all of my fans. I wanted to know if there was anything specifically that they had questions about or that I might be able to help them with. One of my great fans, Julia, asked about managing responses to notifications. Her question was, when you are managing multiple social media sites, how do you manage responding to all the notifications?
Julia's biggest concern was how to manage responding to notifications without jumping at the sound of every ping. She finds it tiring and distracting to try to respond to each notification as they pop up.
Now, to be fair, my answer to her was more of a "do as a say, not as I do" response. See, I'm still waiting for the formation of a Social Media Anonymous support group. "Hi. My name is Jenn. I am addicted to checking my notifications." I'm also addicted to a lot of other things, social media in itself included!
Obviously, I can't be available for every notification but when I am online and available to respond, I almost always do. And I certainly check them as frequently as I can. I really can't stand seeing those little numbers pop up and then go from 1 to 2 to 3 on so on!
As I started thinking more about this situation, I realized the opposite is often true for a lot of people. Rather than jumping at notifications, they avoid them until they can finally get around to them. And for these people, the responses can come days after the initial post.
The inevitable question, and one that we hear debated frequently, is how quickly should you respond to comments and posts on social media?
As with many things related to social media, I don't think there's any one right answer. Some people will tell you to wait at least X amount of time before responding - because you don't want to look too eager or available. Others will tell you to respond in less than X number of hours in order to be "timely".
I'm going to tell you to do what works for you!
First of all, I don't think there's any such thing as answering "too quickly". The whole idea behind social media is being "social"! If you're sitting at your computer and someone tweets you and you see it, why wouldn't you respond? Don't you want to engage in conversation? Obviously, they're available right now because they just tweeted you. If you wait an hour to respond, how do you know they're still going to be available? And how do you know that your competitor hasn't already responded to them?
My best advice is to always respond as quickly as possible.
That being said, though, sometimes we need to set limits and parameters. We can't all sit at our computers all day immediately responding to every ping of the notifications. But we also have to consider our audience and what they expect. The irony is that when it comes to larger companies, people generally think that it should take longer for the company to respond. I'm assuming because they have so many people contacting them. But when it comes to small businesses, people expect relatively quick responses. Because, obviously, as a small business owner, the only thing you have to do every day is respond to Twitter and Facebook. The reality is that most small business owners have even less time to respond to social media notifications. Not because we have thousands of people contacting us but because one or two people are doing the jobs of dozens.
I think it's imperative for you to find a response schedule that works for you. If you can check your notifications hourly, great, do it! But if you have too many other things demanding your attention every day, then find times and intervals that you can manage.
I also recommend you set regulated times every day to respond. Whether you check notifications at the top of every hour or at three set times every day, you should be consistent. We all know that people love consistency and predictability. If your audience knows that you respond to comments every day at 2:00 in the afternoon, they can plan their comments accordingly. And likewise, if they post after that 2:00 window, they know that you won't likely respond again until your 7:00 pm schedule.
But most importantly, you absolutely should be checking your notifications at least once a day (including weekends). Even if your response is only to say "Thanks. We received your comment and will provide you with that information by the end of the day." Let people know you are listening and that you hear them. Then you can respond to the more complicated posts in a timely manner while still allowing yourself the necessary time to formulate a proper response.
If you're receiving so many notifications that you can't possibly respond to them all in a daily schedule, then it might be time to recruit some help. Just like emails and other things in business, the more the notifications pile up, the fewer that you will respond to and the more you'll want to ignore them. This will not serve you well and can lead to social media chaos within your audience and customers.
As an additional side note, when it comes to notifications, if you find yourself like me and Julia, always jumping at your notifications, I recommend you close your social media browsers when you're working on other projects. This way, you'll avoid the dings and be able to remain focused on your tasks at hand.
Do you have any tips for managing social media notifications? If you do, let's keep the conversation going in the comments below!
I LOVE this post, Jenn! I think many social media “marketers” (I use quotes because I really believe that some people give themselves the title without actually having the experience) are answering when they feel like it – or worse – not at all! I see this most often at night or on the weekends.
I GET IT. We have lives, we need a break, we have to sleep … HOWEVER, if you’re going to call yourself a social media marketer and work in this space, you also need to understand that social media is a 24/7 business. I attended a small group meeting with Jay Baer a month or so ago and he said that we’re moving towards NEEDING to be available 24/7, and that by 2014/2015 brands who ARE available 24/7 will be the most successful – it’s just the way this business is moving.
SO, that said, am I available 24/7? No. But we’re going to be making plans to ensure that our business WILL be able to do that in the next couple of years. By providing that kind of “always on” service we will give our business and edge, and we will more than likely be providing a service that most other social media “marketers” won’t be willing – or able – to do.
Just food for thought! I’m with ya, girlfriend! 😉
Thanks Brooke! That is a big compliment coming from you!
And thanks for sharing that advice from the Jay Baer event. While I felt this was the direction things were going, it’s nice to hear some solid predictions on the trend. And kudos to you and your team for setting yourself up for this new environment. You will definitely be providing something other “marketers” aren’t willing to do. But that won’t be anything new for you – you’re already leaps and bounds above most social media marketers out there today!
And, yes, we all have lives and we need downtime. I get it too. But for those of us in this industry, we need to be aware of the job requirements before we get started. We need to know that we are expected to be available as close to 24/7 as possible. And if someone isn’t prepared to be that available, then maybe this isn’t the best “job” for them… just saying!
Let me know when the support group meets 🙂
I think setting that daily schedule really helps most small business people. I also recommend installing the apps on your phone so you can utilize those dead times during the day when you are waiting for a client or lunch to arrive…
lol! As soon as I get the confirmation, I’ll let you know 😉
And, yes, using apps on a mobile device is a great way to take advantage of those extra minutes during the day to respond to comments and questions. Thanks for the tip!
I am definitely under the “small business” blanket, but I genuinely try to respond to all comments, questions, etc. in a “timely” manner. Sometimes it is immediate (like you Jenn, if I am on, I will answer). However, there are times that “real work” gets in the way and I am fully concentrated on the project at hand. In those instances, I always check at lunch and after the work day, not to mention that I check every morning before diving in. I think responding as quickly as possible shows you value comments and this speaks volumes about your company!
I think you do a great job, Kim. You check regularly and frequently in a manner that serves you and your schedule. And I don’t think that any of your audience would ever complain of your lack of response – you are one of the most engaging, responsive people I know! So keep doing what you’re doing 🙂
Thanks Jenn! Coming from you that is so very appreciated!
Hi Jenn,
It’s the first time I comment here but I really liked your article (I’m glad I saw it shared on Facebook) and the conversation/points that Brooke started too. There is a SM company in Australia already offering night SM watching. It works handy when cooperating with people abroad since we are all in different time zones. I see a very feasible 24/7 availability for SM agencies. Thanks for bringing this up.
I also agree with your answer to the question of how often to respond to notifications. ‘Do what’s best for you’ is in order. Cheers.
Thanks Veronica! And thanks for joining in the conversation. I always appreciate the thoughts and feedback of readers.
You do bring up a very realistic issue that in a social media world, customers and fans are in many different time zones. The ability to be available 24/7 is becoming more and more important to handle these realities.
I’m so glad you enjoyed the blog and my advice. I look forward to seeing you around here again! 😉
Jenn, you made me famous! LOL!
This really his home for me. I am a small business owner, wife, and mother of young kids. So at the time I posed the question, I was feeling completely over whelmed not just by responding to notifications, but to timing and spacing my social media updates. I don’t use a service to do it for me.
So in addition to writing for my blog, researching for my book, working for my client, prospecting new clients, that ping almost drone me over the edge! It was just one more thing. Don’t get me wrong. I love and need interactions. They keep people interested but I needed to find a balance.
I am like pavlov’s dog. When I hear the bell, i salivate. That isn’t always good.
So I decided to turn off my notification ruiner during certain times of the day so I can really concentrate. I always respond before the day ends.
Thank you for this post! It reminds me that I set the schedule, the schedule does not set me. I need to read your stuff on improving blogs. How about you just become my personal social media navigator and then I’ll be all good? !?
Thanks Julia! I’m so glad you liked the post! And you deserve both the credit and to be famous! You go, girl! 🙂
Good for you for turning off the notifications or closing those browsers when you try to focus on key projects (and family time!). As long as you’re responding and being consistent, your audience will appreciate it. Keep doing your best and your best will come prevail!
I absolutely invite you to read through more of the blogs I have posted here. I really hope you’ll find them valuable. In fact, I have a whole section just about blogging with some specific posts that might help you. Also, if you’re not already signed up for email notifications, please sign up. This way you won’t miss any of my future posts! Just scroll up, and under my picture in the right side bar is a place to put your email address. Enter that and click “Subscribe”. Then click on the link in the verification email you receive and you’ll receive every one of my future posts (and nothing else!).
And, if you ever want to spend some time crafting a social media strategy just for you and your business, please let me know. We can work to get you a strategic plan that will hopefully keep you organized and on track as you grow!
Thanks Jen, May I ask when the next meeting is scheduled for the Social Media Anonymous support group?
It is challenging to get every thing done. I do like to respond quickly. My problem is i will keep my 2 year old grand daughter for 24 hours at a time. I love it! she is my priority. that means the social stuff takes a back seat to her.
M question is do I apologize for being so slow because I had the TWO with me or not? ( I write about extended family issues and use the grand kids activities in some of my writing. so many people do know, I have grandkids.)
thank you, Malika
Hi Malika! Thanks for taking the time to join in the conversation here. And as soon as I hear about the next meeting, I’ll be sure to let you know! 😉
Social media can be challenging. I think the most important thing is to work with a schedule that fits your needs. If you have your grand daughter with you frequently, you probably have a decent schedule for when she naps, goes to sleep, etc. Schedule yourself some time to commit to responses and comments during those hours of the day. Setting a consistent schedule will make it easier for you to commit to it and let your audience know when to expect responses. Also, being honest and transparent with your fans will help. It sounds like they already know you have her, so just be honest. When you respond, tell them why it took you half a day to get back to them, but don’t make it an excuse. Letting people know what to expect from you will benefit you both.
I hope this helps!
thanks for the reply. I hate being rude, but honesty is probably the best policy.
I live in the UK, so am responding to this while much of the world, including the US, is asleep. So, surely, the time of response is entirely up to the recipient and her/his capabilities be they time or any other reason.
Hi Jill! Yes, response time is relative to those posting and where their audience is. If I’m based in the US but my audience is primarily in Europe, I would want to schedule my posts and be available for discussion and comments at times that would be convenient to them, not me. However, this isn’t always possible and this is where honesty and transparency comes in. If you communicate with your audience and they know you’re 12 hours behind, but that you will respond promptly when you’re available, they should be very receptive and understanding.
However, going forward, and as we grow, it’s important to consider what Brooke said in the comments above. It will get to a time where all brands are expected to be available 24/7. Whether this means hiring personnel or relying on a social media agency, the needs will change in the future.
Hello Jenn,
I totally agree with you! I use Disqus comments because it let’s you know when you receive comments. A couple of times I was slow to respond because I think the emails went to my spam folder accidentally. So, I had to fix that. I try to respond as soon as possible. I like when people respond to me in a timely fashion so I try to do the same thing. I don’t worry about it if they don’t because I know things come up and sometimes you want to get to something and you just are not able to at that particular time.
However, I have seen so many people not respond to comments. I think that is not good at all. I know when people take the time to comment on my blog I really appreciate it. So, I am more than happy to respond. I like to use Hootsuite and I am going to start using Buffer. Hootsuite has really helped me with social media. Klout has too. I love when I get the email saying my Klout score has increased and on more than one occasion I was able to respond to some of my social media comments.
Thank you for sharing this with us!
Thank you! I’m so glad you enjoyed this article. I am debating about comment widgets (and Disqus) because I’ve noticed that I am not getting regular notifications of comments on my blog either. I have to manually go into my comments section to check for new comments. And, sometimes it may take longer to respond. But I do check multiple times a day, so I think I’m ok for now 🙂
And, I agree, I think we all like a timely response. Whether on a blog or a social media post, we want to continue the conversation while it’s still on our minds. I’m happy to hear that you have found tools to make it easier for you to respond and it sounds like you’re doing a great job. Keep it up!