Social and Community Management Best Practices

Owned by Devon Gailey
Last updated: Nov 12, 2024 by Patty Wheeler
3 min read

Community Monitoring Process -

  • Log into HiveBrite platform using the Nurse.com Community Team profile credentials

    • Daily Posting: Post content from Jira tickets into HiveBrite Global Live Feed 

      • In HiveBrite, click on Live Feed tab > Write a post (see below)> Publish

        • For post copy: Go to Community Board Calendar view and copy and paste from corresponding date

          • REMOVE HASHTAGS, ie: #FreeCEFriday should be Free CE Friday. 

          • For Free CE Friday Posts: REMOVE “follow us and” from Remember to follow us and check back each Friday for new FREE courses!

          • If post copy creates a popup, delete it (and upload the graphic from Jira ticket)

        • Download graphic from Jira ticket and attach to post

    • Weekly Posting:  

      • Create 1-2 posts/week for the Nurses Week 365 Group: 

        • Check Jira for post copy first

        • Other options:

          • Share/highlight a member’s post 

          • Share/highlight an Event 

    • Daily Monitoring: Click through each tab

      • Live Feed: scroll through and “like” ambassadors’ and members’ posts 

        • If appropriate, answer members’ questions concerning Nurse.com products, processes, etc 

        • DM ambassadors privately for any edits needed – ie: correct ambassador hashtag: #NurseDotComAmbassador / #nursedotcomambassador 

        • For Technical Issues (see below)

      • The Breakroom (Forum discussions): Scroll through and “like” ambassadors’ and members’ discussion topics and the comments   

      • Nurse Squad Group (private group for Ambassadors): Check to see if anyone needs help or has a question

        • Ambassador-led groups:

          • Nurse Mojo - Marie McKenzie

          • The Working Mom - Larissa Maze

          • The Nurse.com Book Club - Stacey Boetto (unofficial) 

      • Check for reported content (spam) (back office) 

        • Reported content can be found in the back office 

        • From the front end in Community > Admin Panel button (takes you into back office) > Home tab (top center under Welcome Back message) 

          • Check for reported content 

          • Review 

          • Actions options

            • Delete if inappropriate 

            • Or just make a note

  • Technical Issues:

  • Analytics (back office):

    • To see how many current members have joined 

      • From the front end in Community > Admin Panel button (takes you into back office)

      • Home tab > Under Community, click Users > Key Words – type “Member”, hit enter.

        • Total members found in top left corner

Social Monitoring Process -

Daily Monitoring:  

  • Log into Sprout Social (you can add the Sprout mobile app to your phone for quicker check ins) 

    • Check Nurse, Wound Care, FreeCME, Relias Academy “Smart Inbox” 

    • If someone has a customer service-related question: 

      • Ask Nurse messages to reach out to nursesupport@relias.com or 800-866-0919 

      • Ask WC messages to reach out to woundcaresupport@relias.com or 877-462-9234 

      • Ask FCME messages to reach out to 833-230-6123  

      • Ask RA messages to reach out to 1-800-910-0223 

Example comment response, “Hi, _____. I’m sorry you’re experiencing this issue. Have you reached out to support? You can give us a call at _____ or send us a message at ________.” 

 

**MOST of the above is going to apply to Nurse, but Wound Care does receive its fair share of course related questions. So, keep a closer eye on those two in-boxes.** 

If for ANY reason you are unsure where to send someone or how to respond, please feel free to reach out to me via Teams or text me at 336-689-6874.