Facebook Page Timeline Setup Tutorial: Day Two – Messages
Today’s task in the Facebook Page Timeline Setup Tutorial is to decide whether or not your page will accept private messages from your fans.
Along with the new Timeline design comes a neat feature where your fans can choose to send you a private message rather than post on your page.
From the user end, there will be a Message button underneath your cover photo, like this:
And from the Admin end, your messages will display on the right side of your Admin Panel, like this:
This is a really great feature for Facebook to add because of many reasons.
1. It allows you to communicate information that is more sensitive and private with your fans without having to go through the hassle of exchanging email addresses and then trying to sync up again on the issue.
2. It allows you to provide even better customer service and support.
3. It gives an alternate way for people to complain or bring up issues, without putting it on your wall for everyone to see.
Even with all of the benefits of the new messages feature, you still need to decide if it is right for your page. You must have the resources to be able to read and respond to the messages you receive in a timely manner, and you must be able to check your messages daily (or at least every business day). If those are out of your reach, then I would recommend disabling the messages feature.
How to Disable Private Messages on Facebook Pages
If you decide that you don’t have the resources to keep up with private messages through your Facebook page, it’s very simple to disable them. Simply go to the Admin Panel, then click on Manage > Edit Page
This will bring you to the Edit Page that you are familiar with. It’s there under the Manage Permissions tab that you will find a check box to disable the Message feature.
Restrictions on Messages
In order to prevent spam and protect user privacy, Facebook limits the way that pages can interact using this private messaging feature. First of all, the fan must initiate the private message first. Meaning, you cannot choose a Facebook user and then private message them as your page.
Second, you can send a maximum of 2 responses for every 1 message that is sent to you. So keep this in mind when you are trying to resolve a problem that takes a lot of back and forth communication. You may want to exchange emails when you know that you might need to exceed this limit.
What if someone sends a compliment through a private message that would be great to have on your wall? Simply message them back, thank them, and ask if you can quote them (using only their first name and last initial) in a post on the Facebook page, or on the testimonials section of your website.
Do you have any other questions about this feature? Or can you think of some creative ways you can incorporate this feature into your social media strategy? Leave your comments below.
Missed day One? Here’s your first task: http://brittanybotti.com/facebook-page-timeline-setup-tutorial-highligh/
According to Facebook, these page changes must be done by March 30th. If you don’t have the time to devote to updating your business page, email me, and I will set it up for you for $150.