So the Marketing Director is moving on to a new museum at the end of the week, and has charged me with maintaining the RISD Museum’s Facebook fan page. This is fairly straight forward: update with links on any upcoming shows/reviews in the paper, communicate with any people who have questions, and overall interact with the Facebook community.
I’ve read up on good habits—there was a Museum marketing conference in Malaga this past year discussing the benefits of having a Museum Web 2.0 profile (FB, Twitter, etc), and I’ve been petitioning to spearhead a RISD Museum twitter page for a long time now.
The whole purpose is to engage. Check in every day, post something at least once every day. And, yes, if someone says something about you, respond.
Questions are the easy one: “hey when are you guys open?” “Thanks for getting a hold of us! We’re open 10-5 every day except Monday.” and the like.
But what do you do with off-hand remarks?
I woke up this morning to post a review by the Brown Daily Herald on our new ceramic show, and saw that one of our “fans” posted a comment to the wall. Our fan page profile picture is a candid show of our new building in the city skyline. Very cool, in my opinion (perhaps biased?). This is what he wrote:
“Oh if only the Moneo Building (Chase Center) looked that good in real life! Sigh!”
Perhaps because this project is my baby, perhaps I didn’t have my coffee just yet, but I was irrationally ticked off. Why be so snarky? I wanted to engage him right there. Head on. But I knew that I now am representing the Museum, and had to step back and ask for others’ thoughts before choosing to engage. But I know damn well that no one in the Museum is thinking about these things. Web 2.0 Etiquette is something in constant need of updating and improvement. The things which we choose to publish generates our “internet persona,” and when your page is an extension of a business (for-profit, non-profit, whatever) it reflects both the positive and the negative.
If you were in my shoes, would you engage the guy? What would you say?
Curious to hear your thoughts. Thanks much!
Your idea?