On my district’s Facebook page, there is a little badge that sometimes turns green and sometimes does not, depending on how quickly we respond to questions and comments from our patrons.
The badge itself is not an incentive, because we don’t have the staffing to try to beat Facebook’s target of responding to each message in about 15 minutes. In addition, if you don’t get the last word in the conversation, Facebook sometimes doesn’t count your response. We don’t want to make our interactions awkward just to game this measurement.
However, we do try to get back to people within 24 hours, as the Messages tool is a great way for students, parents, community members and alumni to reach out to us. We turned off the ability for people to make public posts on our page, so they tend to use this feature to contact us.
Recently, Facebook beefed up the Messages interface, and we find it easy to use when responding.
How do you use this tool?