As an admin on Blink, you’re not just creating content, but also managing an online community! Here’s some best practices:
Check the comments and reactions in your organization regularly.
You don’t need to spend all day on the Blink feed! But make sure you take a peek every day, so your users feel heard, and you can monitor any suggestions, issues, requests and questions.
If you receive difficult/negative comments, take your time.
Don’t feel the need to respond as soon as possible – take time to give an empathetic, accurate and data-driven response. You can also consider using keyword blocking to limit the use of certain offensive words
Consider following up directly over chat.
It may be best to reply to a comment on a feed post letting the user know you will follow up over chat, and then discuss the issue/question privately, instead of on the public feed.
Are you receiving a lot of comments about the same topics?
Ensure these are being escalated to the relevant team in your organisation that can take action or publish some comms to users.
Are you receiving a lot of recurring questions?
If the same queries keep popping up, think about creating some FAQs on the Hub so that you can easily direct users to a source of truth instead of composing an answer every time.