Response time? Are we putting out fires? Not necessarily. But your social media response time is something that should be considered as one establishes an online presence. Here’s a rundown of how I am available online and how quickly I respond to various forms of communication:
- Email: If an email message only requires a quick reply (less than 5 minutes), I’ll usually respond within a few hours if I’m awake. If it needs a longer response, I’ll get back to folks within 24 hours.
- Twitter @replies: If I’m online or checking my smartphone, I’ll see an @reply and will respond pretty quickly (generally as soon as I see it).
- Twitter Direct Messages: See Email. I only get DMs via email.
- IM: If someone sends me an instant message, I’ll give quick answers on the spot. I try not to show myself as “available” when I’m not, so if I’m on IM, I’m usually able to answer right away.
- Phone: Phone? Huh? I thought this was about social media? It is… sort of. I make my cell phone number available and I’ve found that folks won’t abuse it. Generally I answer the phone right away.
What’s the point of considering the various forms of communication? It matters when setting expectations for clients, peers, and anyone else with whom you interact. If a client or potential client has a need for a quick photoshoot, how can they reach you fastest? What about a past client who wants to use an image for a new purpose beyond the original licensing? Last month I had a client send me an IM at 11:00 at night as they worked to put together advertising for a conference program. They wanted to use an image and needed to ask about licensing and credit… and they needed to have it done by the next morning. They felt comfortable sending me an IM to get the answer they needed. It was quick and easy for all; they got to use the image and had their ad in the program.
I’m not insisting that you need to be available 24×7 for any particular client need… but look at the various ways in which you can be contacted and decide which ones make sense. After deciding how you can be contacted, make sure that your clients and other contacts know what sort of response to expect. I make it clear that I don’t sit on my inbox and respond instantly to every email, so my clients know that if they have an urgent need they should send me an IM, give me a call, or even shoot me an @reply on Twitter.
Pick your contact methods and communicate the expectations for response.
Photo by bugeaters, used under Creative Commons licensing
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