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Part Three: Management, Analytics & Reporting
Three Big Principles of Member Support Escalation
Identify the most common questions/interactions.
Establish which department/individual should take it from there. (This is your funnel!)
Always try to take it to a private convo.
Listening & segmentation tools
Reply within 24 hours
When should you comment/respond?
Note the provisions for “trolls” &
“ragers”!
One thing to add?
Always document, record or audit
interactions wherever possible!
Who might you report insights to?
Sentiment?
Not all traffic is from your
home page!
Facebook Reach & Impressions
Reach: People who have seen (received impressions) any given Facebook post…
Impressions: Number of times a post is displayed, whether it’s clicked or not…
A/B Testing for online properties
“Don’t you still love me?”
Annual Reports!
Data capture prompts
www.osocio.org
www.sofii.org
www.nten.org
www.socialbrite.org www.care2.com
When the charity conducts online solicitations its practices shall be consistent
with or exceed the provisions of the Canadian Code of Practice for Consumer
Protection in Electronic Commerce.
