Responding to customers and fans on social media isn’t a 9-5 job. Customer service complaints happen at all hours, and your brand may have fans worldwide who are waking up just as you’re getting dinner.
That’s why making sure a company has a strategy for what happens when their social media point-of-contact takes a vacation. According to a poll by SmartBrief On Social Media, 35 percent of companies don’t have such plans in place, and their social media broadcasts go dark when their staffer’s gone.
Another third delegate the tasks to either one replacement, two replacements, or a whole team.
But 17 percent of employers said “Our social media person doesn’t get to take vacations.”
Really? Yes, consumers have come to expect responses through social media. But employees need breaks. Is this acceptable?