Policies of New Media

In this topic, I am going to write about how importance of having social media response policies and how it can be effectively used by organisation with an example. 

Importance of having social media response policies:

1. Every incident needs an appropriate response-- Overreacting to an event may cause it become more serious which it only need a simple apology or correction of misinformation. So, to have social media response policies will help the organization solve the crisis in a proper way.

2. To increase organization credibility-- People will trust you more as you can respond their inquiries. It can make the organization become more trustworthy and make people feel comfortable to the service and respond you give online.

3. Customer expect it-- 42% of consumers expect to get a response within 60 minutes after they make a complaint on the social media. If you don't respond to your consumers, it may cause the small problem roll into a big issues.

4. Show you care-- It is important to show your care to your consumers who pay the money to your products or services. Take your time out to talk with your consumers who are on your social media side to build your relationship with them.

Here is an example that I am going to show you about how JetBlue Airways response their customer in Twitter. 

From the screenshot above you can see a customer is complaining about the delayed flight in Twitter with the hashtag of JetBlue. Just within 1 hour, JetBlue Airways had given a response to the customer with a proper and informative way. This made JetBlue stand out from its competitors because it is known to be extremely responsive to customers mentioning their brand. They will try to answer the question with the way which can reach the customers as fast as possible.