Facebook business pages are showing great success when it comes to brand awareness and engaging users. It has been proven that social media is the next best thing to have when you are tapping into the digital world, and since Facebook is one of the most growing social networking site (recently passed half a billion users), it is very important to consider the below point when managing your Facebook page:
1. Consistent: Decide on whether you want to engage users using "I", "WE" or "Brand-Name" and stick to it throughout the lifetime of your page. People need to feel that they are talking to a "person", so this "person" needs to have a tone, character, attitude and specific communication skills.
2. Consice: People will visit and ask you questions, answer concisely with detailed step by step procedures in order to help your users (YES! time consuming, but very beneficial on the long run)...in other words, avoid the common tagline: "Visit our website for more information"
3. Clutter: Be easy on adding new tabs, remember that it is a Facebook "PAGE", keep on updating your page and remove whatever has become obsolete, remember that the page is to create an engaging platform, while your website should hold the archives
4. Spam: Do not spam users with boring news and links, make sure that you are constantly engaging them, asking questions, gathering insights...etc... Frequent posts about "standard" news items might increase your "dislike" rate. Remember Facebook is not a business platform, everything there is suppose to be fun!
5. Compete: Your Facebook page should not compete with your website, on the contrary it should act as a supporting tool to drive more traffic to the website, put snapshots on the pages and make sure you redirect people to your website
6. Organize: Manage the topics you are discussing properly (whether on your wall or on your discussion tabs), make sure you give ample time to users to participate and share their thoughts before starting up another topic. Remove obsolete items or old items, the Facebook page is an engaging platform, not an archive.
7. Enjoy: Depending on the type of your business, you need to select your proper tone: Are you friendly?, strictly business? Preferably to aim for the friendly tone and engage in a 1-1 communication. Do not hesitate to include smillie faces whenever appropriate. In brief: create an enjoyable atmosphere
8. Escalate: You will receive complaints on your wall, maybe due to a mishap with one of your users, a complaints about the service or product you offer; in all cases, carefully review when to handle things openly on the Facebook wall, and know when to escalate and move to a private conversation. You might move the conversation to private messaging, emails or ask the user to re-submit his complaint on the website (You might as well do that for him and share with him the tracking number)
9. Time: Make sure you plan and time your activities on Facebook properly, do not create large gaps of time between events or conversation triggers, and vice versa, do not flood your fans with constant new posts. Plan properly and adjust your timings as per your audience and stick to it. Going silent for a long while will result in some "dislikes"