More to benefit from IT Works Interactive lower web hosting cost and free domain name

That was what happen to a bank did when its ATMs crashed mid of last year. They make full use of social media to reach out to its customers. The bank tweeted to let its customers know and pointed to them to its website for updates on the situation. They sent out its first tweet that day at morning from its twitter account. By the end of the day, that message had been re-tweeted more than 200 times. The bank monitored the traffic but did not use twitter to engage its irate customers. Bank first ventured into social media using Facebook in 2009. inexperience in sustaining interest online lead to a fair share of dead pages on Facebook. Companies seeking to harness these online conversations need to understand why they are doing this and come up with a strategy especially in the hosting industry . “Social media is behavioural. It is expected to be pervasive and sometimes, a little out of our control because you don’t know what people will say. There is no one-size-fits-all in a social media strategy. If a web hosting provider wants to use social media, every department should know about this. All the business unit and legal, human resources department, accounts, technical supports, designers, programmers, right up to the chief executive officer, have to fully support it. That is because it requires investment in manpower, even additional software and hardware, to set social media up for use. Social media should be integrated with the existing ways which the company had been using to reach its customer. If a marketing campaign uses Facebook, staff at service counters and call centres, technical supports or those monitoring e-mail must know about it and be prepared to deal with inquiries. Following are some tips using social media: Build a communication plan that can keep conversation going. A Facebook conversation is not a one-off but a long term engagement. When a product team wants to launch a new web hosting package on a Facebook page, he or she have to work out a communication calendar with their team members. This can be a plan of what the team will post two or three times a week. If there is no information , a trick is to ask question to start the conversation going again. Allow a two way conversation but monitor the responses. Unlike organisations that allow postings only by their own page administrators, you may want to consider letting the users to post comments, whether good or bad. It is crucial to monitor comments in a timely manner and to know how to deal with negative responses. If a complaint cannot be resolved in three responses online, take it offline and talk to the complainant directly.Phone numbers or personal details that are unintentionally posted are deleted. So are any derogatory remarks and spam or junk postings from people trying to sell something. Common courtesy applies. A compliments gets a timely note of thanks. Everyone should monitors its pages only during office hours. It makes no fresh postings outside these times. A major challenge is having the manpower to deliver timely responses. Personnels are trained to serve the entire organisation and to monitor their own pages. Facebook users sometimes try to help by answering the questions posed. If the answer is incorrect, administrator must intervene to clarify.

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