The institutional answer to other user’s social networks must be written by the person responsible of the institutional account in agreement with the organisation chart and the procedure showed in Figure 1. If the user needed more information or the issue addressed was private, you can answer him via direct message or e-mail.
Figure 1. Procedure for managing third party interactions in institutional accounts
The answer should be sent as soon as possible (adequate to the timeframes of each social network) in the same platform in which the question has been asked.
In addition, it is necessary to internally transfer the comments to take advantage of them in order to improve the procedures and services offered by the organisation.
You must save all the questions and criticism because they might be useful in other occasions. Frequently asked questions related to different accounts can be stored in the FAQ section of related institutional websites (website of a centre, master’s degree, bachelor’s degree...).
In any case:
- You must quote the sources of information.
- You must spend time for drawing up a quality response.
- You must be close, kind and conciliatory.
In general, you must transfer all complaints, suggestions and congratulations via the “Complaint, Suggestion and Congratulation Inbox (SQF)” set out in the main corporate website (accessible at http://links.uv.es/oqdM8sh) and in the institutional portals of the Universitat de València. In any case, the person responsible of the institutional account must contact the Web and Marketing unit of the Universitat de València, which will coordinate the answer with the organism, service or department responsible of the presence in social networks.
