Share learning internally. Encourage your Social Teams to distribute new learning both within the Team and your organisation as a whole. Keep an ongoing loop of discovery and dissemination where best practices, positive messaging or common questions are put forward for comment or collaboration. Social platforms like Yammer and HootSuite Conversations are exceptional tools for supporting secure internal conversation and exchange of ideas.
Ultimately better internal collaboration supports improved external engagement, keeping messaging consistent, intelligent and brand-appropriate. The New York Public Library @NYPL uses HootSuite to coordinate a decentralised team of experts.
Rather than impose a centralised Social Team to respond to inquiries, @NYPL tapped into the existing, extraordinarily deep knowledge base of librarians by training and empowering them to use social.
As the largest online public library in the world, @NYPL receives a very high volume of inbound requests. Using HootSuite, the @NYPL experts are able to, through a shared dashboard, assign inquiries to the appropriate area of expertise, collaborate departmentally on a response, share and edit as necessary and schedule the response to go out at a time their audience is most likely to receive and read it. Visits to the library’s website coming from Twitter increased more than 350 percent in one year.
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