Improved work processes for URW.
- URW
- 2023-10-01
- Social media community management
The toolkit provides current and new employees with support in handling incoming social media requests, creating a sense of security and making tasks easier.
A desire to improve coordination and work routines
URW hired Curious Mind to help with incoming social media inquiries, such as comments, direct messages and mentions. They already had good structure and routines for customer service representatives handling inquiries through other tools but could improve in social media. That marked the start of Curious Mind's collaboration with URW.
Current state analysis and goal setting
Initially, we conducted a current state analysis together with URW. We reviewed work processes, identified operational roles, and determined who was responsible. Using various models, we set goals and defined a vision for where we wanted to be in the future and how to get there.
"The project has improved our internal process for handling incoming comments and messages. Our daily work has become more structured and efficient, resulting in faster and better responses via social media. This, in turn, has positively impacted our KPIs."
New working practices and an expanded toolkit
Curious Mind focused on expanding URW's knowledge of community management on social media and creating user-friendly routines for how they should engage with and develop their community. Together with URW, we created strategies and workflows that streamlined and facilitated the work for their employees, resulting in faster responses to questions on social media and a better understanding of followers and their needs. URW could utilize and increase follower engagement. It also led to improved internal communication.
Together, we developed:
- a strategy
- user-friendly tonality guidelines
- documents for role distribution and tasks
- guidelines for managing spam and crisis communication
- policies addressing followers to maintain a positive tone in the comments section.
The toolkit provided current and new employees support when handling incoming social media requests. It has created a sense of security for the employees and makes it easier to do their tasks.