Introduction to Community Management
Scaling protocol, FAQ and crisis control
A course by Ana Marin , Digital Integration and Innovation Vice President
Joined August 2018
About the video: Scaling protocol, FAQ and crisis control
Overview
“Whether for engagement or customer service, before moderating a community, you need to have prior information to expedite the response process and mitigate possible crises. In this lesson I will show you how to fill out an “invented” scaling format, but with an emphasis on having data from PR people, marketing people, and approvers, in general, to act efficiently in cases that need to respond quickly.”
In this video lesson Ana Marin addresses the topic: Scaling protocol, FAQ and crisis control, which is part of the Domestika online course: Introduction to Community Management. Learn to work as a community manager and build, manage and administrate a social media community.
Partial transcription of the video
“Scaling Protocol, FAQ and Crisis Control You need to be extremely careful on SM. You have many things that can go wrong. For this lesson, we'll talk about de-scaling protocols and other formats you can follow to avoid a crisis. Let's take a look at how to use these formats. It's paramount that you know how to answer and who to call in case you have any doubts, in case crisis strikes. You need a document with replies to your most frequent questions to reduce response time and to ensure you're being consistent in the way you're talking to people, to help crisis prevention. What does a FAQ doc...”
This transcript is automatically generated, so it may contain mistakes.
Course summary for: Introduction to Community Management
-
Category
Marketing & Business -
Areas
Content Marketing, Digital Marketing, Facebook Marketing, Instagram Marketing, Social Media
Ana Marin
A course by Ana Marin
A native of Mexico, Ana Marín is passionate about the internet and the possibilities offered by being connected. With more than 11 years of experience working in advertising and strategic planning, she has worked in agencies such as Havas, La doble vida and McCann Worldgroup Mexico, where she works as the digital integration and innovation vice president. In addition, she is part of the steering committee.
She spends most of her time on the internet and brings ideas to life by taking advantage of the best of each platform to connect brands with their audiences with the perfect content and at the right time.
- 98% positive reviews (5K)
- 171,146 students
- 22 lessons (3h 9m)
- 26 additional resources (8 files)
- Online and at your own pace
- Available on the app
- Audio: Spanish, English
- Spanish · English · Portuguese · German · French · Italian · Polish · Dutch
- Level: Beginner
- Unlimited access forever
