Moderating the Facebook Group (ASM Team)
You're all moderators in the group, so you should be able to view this link. Please let me know if that's not the case. Please bookmark this. This is your scoreboard for the FB group:
Our goals are all tied to engagement:
- Active users
- # of comments
- # of posts
We want as much (good) engagement as possible. What you will find is that encouraging engagement from the brokerage means using your authoritative voice minimally. Here are some tips:
- Hit pause before you comment on anything. The #1 "win" is when agents in the group get the right answer and we cheer them on.
- From managers, a well written post is your friend while a comment means you didn't wait long enough or agents didn't chime in to answer it for some reason. (Truly amazing posts turn into amazing content for the website or helpscout, btw!)
- Set a goal to write one engaging post per week. The post should encourage conversation (I'm still learning how to do this well - many of my posts are very soapbox-y when better posts encourage comments.) I usually conceptualize a post and write it the next day. Sometimes, I write it and think about it before posting it. A post is more similar to a blog post than a comment - fewer, but way higher quality.
- If you're comfortable doing it, videos make amazing posts (Bailey, you're already great at videos - Steve and Kiel, I'm sure you are or could be.)
Admin
- The most common post that you need to take negative action on is something that belongs in support. I've done this more and more lately. An agent will typically ask, "Is anyone else having problems with XYZ." Remove the comment and check the box "does this belong in support". The agents don't get offended when you do this (I was surprised at that). These posts don't lead to conversations (usually) and if they do lead to convos, it's just a confusing gripe fest. Get it into support.
- You will sometimes see bad ideas as comments. In those instances, politely disagree. Explain through your own experience and encourage other viewpoints. Lean into humility. Being told "you're wrong" is never a good feeling and you want to be overly sensitive to that.
- In rare instances, someone will have a really terrible take or idea. If it's concerning enough to delete the comment or post, it's concerning enough to make a phone call to them. This is a gift, as we didn't know this agent had this bad idea until now, and it's an opportunity to help them.
We already have an amazing asset
- Our agents are very high caliber and the conversation in our group is a reflection of that.
- We have AMAZING engagement. Our reports show that 100% of our members are engaged, which is unheard of. (It's seriously unheard of.)
- Every quality post and comment is a support ticket you didn't have to answer. Each is a public learning opportunity for everyone and a confidence builder for the agent who nailed the answer.