1. Content:
Everything you post on Facebook is content. As we now know from the News Feed algorithm, how users interact with that content is important. Consider every piece of content you post an opportunity for increased and specific engagement, and don't be afraid to have a little fun. Take a look at these examples from Delta and GE. While completely on-brand, you can see they're a bit unexpected and show they're not afraid to show their human side. Also, images are incredibly effective on Facebook—posts with photos get, on average, 39% more engagement.
2. Post timing:
Also related to the ingredients of your content is when and how you post it. Be sure you're tracking what time of day your fans are most active. Focusing your engagements during these times will help you grow your community. Also be sure to pay attention to things like sentence structure, phrasing, and types of posts that are particularly engaging to your audience. Many Facebook users check the site on their lunch breaks and after dinner, and while the latter is outside of normal business hours, it's worth testing to see if that's a time when your audience is looking for content.
3. Moderation:
Brands and Pages have increasing levels of responsibility for user-generated content posted on their walls or in comments. You'll want to proactively think through your stance on inappropriate content on your Facebook page, and your best practice would be to make this stance publicly available. This lets your community know what you will and will not allow, lessens the chance of a surprise, and builds a sense of safety and sets expectations.
Facebook is an open and public space, so you can't control everything people say. Instances in which it is appropriate to remove user content would include: advertorial content, harassment and abuse, derogatory or offensive language, threatening posts, and posts that contain sensitive information (credit card numbers, addresses, etc.). Instances in which you should address the comments instead of removing them include: customer complaints, negative commentary, and critical statements. You may not like what people always have to say, but in social, you always have to listen.
4. Engagement:
Because we are building something rooted in relationships, you can take full advantage by joining in the conversation with your customers. They want to interact with your brand, and are going out of their way to do so. Honor that. The type of conversation will dictate the cadence and rhythm of your response. This is largely dependent on your product as well; for example, an airline's response rates to customer service issues ought to be rather quick, as their customers' needs are likely far more time sensitive than those in another industry. Only you can determine what is right for your organization and product, but at least in the initial stages of building a community, it's better to err on the side of faster responses.
5. Community:
Make your audience's experience on Facebook about their experience and their connections rather than your CTR and conversion rates. Concentrate on them, and you'll succeed. Your audience will turn into a community that thrives, grows, and supports one another. By enabling engagement within the audience, you can help increase the level of stickiness and affinity they will have to the brand, moving toward customer advocacy.
6. User flow:
While the page environment Facebook gives brands is mostly set, you want to make sure you're directing your users where you want them to go. If I am a user looking for support or help, will I know where to go? Just as you do when designing landing pages for your website, consider the goals of your Facebook page. What do you want users to do when they land on your page? What information do they need to be able to access easily? Make sure these elements are front and center. You can easily change the order of the apps and even optimize the icons used to display those apps for visibility. JetBlue is a great example of a clear and obvious user flow.
7. Credibility:
A huge part of your brand is built on trust, and the foundation of that trust is your credibility. Grammar and spelling are universally important, and all efforts for their correct uses should be made. Fact-check sources and news before sharing them on your networks. Ensure the safety of your users by not sharing links to malicious sites. Essentially, make sure you don't give your community a reason to believe you are anything other than what you are: awesome.
8. Don't spam:
This is a big no through all of marketing. Always be tactful, classy, and do not spam. This includes sending mass-event invites and messages and invitations to like your brand pages from your personal account. It's not impossible to spam as a business page either, but Facebook's functionality prevents most of it.
9. Respond:
Response times are going to vary based on the issue and the product in question, but in social media timeliness is critical. Users expect things to happen much faster on social channels than on more traditional web channels like email. In most cases, same-day responses are required. Don't ever let your community feel like they've been forgotten.
10. Scheduling:
Thankfully, Facebook does allow scheduling of posts directly in their interface. If you are sharing linked content, this content must already be live on the web, which can be a pickle for those scheduling unpublished blog posts or other content. Scheduled posts will appear only to the moderators in the "Activity Log." Keep in mind, though, that engagement is a primary goal, and you'll want to be around for the responses to your scheduled posts.
11. @Name:
If you want to call out another public Facebook page or user, you can directly link to their Facebook page, which also notifies them that you're talking about them, by putting an @ and then typing their name. (Facebook will help your selection with a drop-down.) This also makes it clearer to whom you're addressing. Note that private users can't be called out in this way unless you're replying to a comment they left on your page.
Everything you post on Facebook is content. As we now know from the News Feed algorithm, how users interact with that content is important. Consider every piece of content you post an opportunity for increased and specific engagement, and don't be afraid to have a little fun. Take a look at these examples from Delta and GE. While completely on-brand, you can see they're a bit unexpected and show they're not afraid to show their human side. Also, images are incredibly effective on Facebook—posts with photos get, on average, 39% more engagement.
2. Post timing:
Also related to the ingredients of your content is when and how you post it. Be sure you're tracking what time of day your fans are most active. Focusing your engagements during these times will help you grow your community. Also be sure to pay attention to things like sentence structure, phrasing, and types of posts that are particularly engaging to your audience. Many Facebook users check the site on their lunch breaks and after dinner, and while the latter is outside of normal business hours, it's worth testing to see if that's a time when your audience is looking for content.
3. Moderation:
Brands and Pages have increasing levels of responsibility for user-generated content posted on their walls or in comments. You'll want to proactively think through your stance on inappropriate content on your Facebook page, and your best practice would be to make this stance publicly available. This lets your community know what you will and will not allow, lessens the chance of a surprise, and builds a sense of safety and sets expectations.
Facebook is an open and public space, so you can't control everything people say. Instances in which it is appropriate to remove user content would include: advertorial content, harassment and abuse, derogatory or offensive language, threatening posts, and posts that contain sensitive information (credit card numbers, addresses, etc.). Instances in which you should address the comments instead of removing them include: customer complaints, negative commentary, and critical statements. You may not like what people always have to say, but in social, you always have to listen.
4. Engagement:
Because we are building something rooted in relationships, you can take full advantage by joining in the conversation with your customers. They want to interact with your brand, and are going out of their way to do so. Honor that. The type of conversation will dictate the cadence and rhythm of your response. This is largely dependent on your product as well; for example, an airline's response rates to customer service issues ought to be rather quick, as their customers' needs are likely far more time sensitive than those in another industry. Only you can determine what is right for your organization and product, but at least in the initial stages of building a community, it's better to err on the side of faster responses.
5. Community:
Make your audience's experience on Facebook about their experience and their connections rather than your CTR and conversion rates. Concentrate on them, and you'll succeed. Your audience will turn into a community that thrives, grows, and supports one another. By enabling engagement within the audience, you can help increase the level of stickiness and affinity they will have to the brand, moving toward customer advocacy.
6. User flow:
While the page environment Facebook gives brands is mostly set, you want to make sure you're directing your users where you want them to go. If I am a user looking for support or help, will I know where to go? Just as you do when designing landing pages for your website, consider the goals of your Facebook page. What do you want users to do when they land on your page? What information do they need to be able to access easily? Make sure these elements are front and center. You can easily change the order of the apps and even optimize the icons used to display those apps for visibility. JetBlue is a great example of a clear and obvious user flow.
7. Credibility:
A huge part of your brand is built on trust, and the foundation of that trust is your credibility. Grammar and spelling are universally important, and all efforts for their correct uses should be made. Fact-check sources and news before sharing them on your networks. Ensure the safety of your users by not sharing links to malicious sites. Essentially, make sure you don't give your community a reason to believe you are anything other than what you are: awesome.
8. Don't spam:
This is a big no through all of marketing. Always be tactful, classy, and do not spam. This includes sending mass-event invites and messages and invitations to like your brand pages from your personal account. It's not impossible to spam as a business page either, but Facebook's functionality prevents most of it.
9. Respond:
Response times are going to vary based on the issue and the product in question, but in social media timeliness is critical. Users expect things to happen much faster on social channels than on more traditional web channels like email. In most cases, same-day responses are required. Don't ever let your community feel like they've been forgotten.
10. Scheduling:
Thankfully, Facebook does allow scheduling of posts directly in their interface. If you are sharing linked content, this content must already be live on the web, which can be a pickle for those scheduling unpublished blog posts or other content. Scheduled posts will appear only to the moderators in the "Activity Log." Keep in mind, though, that engagement is a primary goal, and you'll want to be around for the responses to your scheduled posts.
11. @Name:
If you want to call out another public Facebook page or user, you can directly link to their Facebook page, which also notifies them that you're talking about them, by putting an @ and then typing their name. (Facebook will help your selection with a drop-down.) This also makes it clearer to whom you're addressing. Note that private users can't be called out in this way unless you're replying to a comment they left on your page.