{"id":3534,"date":"2014-01-30T16:06:17","date_gmt":"2014-01-30T14:06:17","guid":{"rendered":"https:\/\/internetrepublica.com\/?p=3534"},"modified":"2014-01-30T16:06:17","modified_gmt":"2014-01-30T14:06:17","slug":"protocolo-de-actuacion-community-manager-como-responder-en-redes-sociales","status":"publish","type":"post","link":"https:\/\/internetrepublica.com\/blog\/protocolo-de-actuacion-community-manager-como-responder-en-redes-sociales\/","title":{"rendered":"Protocolo de actuaci\u00f3n de un community manager: gu\u00eda b\u00e1sica de respuesta en redes sociales"},"content":{"rendered":"<p style=\"text-align: left;\">Ni todo es blanco ni todo es negro en la comunicaci\u00f3n <em>online<\/em>.<br \/>\nLa forma de atenci\u00f3n al cliente y la resoluci\u00f3n de una demanda por parte del <em>community manager<\/em> recibida a trav\u00e9s del\u00a0comentario de un usuario depende de muchos factores: compa\u00f1\u00eda, objetivos, canales, interlocutores, medios, departamentos implicados, da\u00f1os, grado de responsabilidad, etc.<\/p>\n<p style=\"text-align: left;\">\n<p style=\"text-align: center;\"><a href=\"https:\/\/internetrepublica.com\/wp-content\/uploads\/Protocolo-redes-sociales-infografia.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  wp-image-3535\" src=\"https:\/\/internetrepublica.com\/wp-content\/uploads\/Protocolo-redes-sociales-infografia.png\" alt=\"Protocolo redes sociales infografia\" width=\"504\" height=\"2546\" \/><\/a><\/p>\n<p style=\"text-align: center;\">\n<p>Pero s\u00ed es cierto que <strong>se pueden establecer unas pautas comunes de actuaci\u00f3n, una gu\u00eda b\u00e1sica que nos ayudar\u00e1 a atenderle con la mayor objetividad posible, siguiendo unos par\u00e1metros est\u00e1ndar,<\/strong> manteniendo el tono y el estilo de la marca a la que representamos y, sobre todo, sin perder de vista qu\u00e9 es lo que realmente nos intenta transmitir este usuario.<\/p>\n<p>\u00bfHemos fallado en el servicio que espera y esa persona necesita de nuestra ayuda?\u00a0\u00bfEs una llamada de atenci\u00f3n para que nos pongamos las pilas ante un producto y mejoremos en calidad? \u00bfSe trata de una cr\u00edtica sin fundamento con el \u00fanico fin de desprestigiar a la marca? \u00bfEst\u00e1 compartiendo datos err\u00f3neos que han llegado a sus manos sin contrastar? Estas y otras son las preguntas que debemos plantearnos a la hora de responder a un usuario en redes sociales.<\/p>\n<p><strong>Adoptando un protocolo de actuaci\u00f3n base, contestando &#8220;s\u00ed&#8221; o &#8220;no&#8221; a cada cuesti\u00f3n y personalizando el mensaje, podemos evaluar el origen de ese contacto<\/strong> y, sobre todo, entender qu\u00e9 espera de nuestra presencia en <em>social media<\/em>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ni todo es blanco ni todo es negro en la comunicaci\u00f3n online. La forma de atenci\u00f3n al cliente y la resoluci\u00f3n de una demanda por&#8230;<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[103,109,117,120],"tags":[227,228,360,433,502,513,41],"class_list":["post-3534","post","type-post","status-publish","format-standard","hentry","category-infografias","category-marcas","category-recursos","category-social-media","tag-community-management","tag-community-manager","tag-guia-basica","tag-medios-sociales","tag-protocolos-basicos","tag-redes-sociales","tag-social-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Protocolo de actuaci\u00f3n de un community manager<\/title>\n<meta name=\"description\" content=\"C\u00f3mo responder en redes sociales si eres un community manager. 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