If you have a social media team who post content to your Facebook page then you might be interested to know that from today you can see who the individual is that have posted each piece of content on your Facebook page. This is a new feature that Facebook have introduced today to some pages.
The information is only available to page admins and is not publicly visible. In addition to telling you who created a post you can also see which members of your team have replied to comments. As the image below shows the name of the person posting the content is shown beneath the name of page.
This could be very useful to those who even have small teams of people who manage a page. If a situation has developed on one of your pages and a member of your team handles the situation well then it would be nice to know with certainty which member of your team it was so that they can be suitably praised or rewarded. Equally, if you have a member of your team that has dealt with a situation poorly it would be also be good to know so that you can provide them with the appropriate training so that they do not make the same mistake again.
The new feature is not currently available on all pages. The data on who posted particular content or comments to a page does not currently show in the Facebook Insights for the page. I think that long term it would be useful if this data was recorded as it would help organisations to be able assess relatively easily how well members of their social media team are performing.
I wonder if the knowledge that a comment or post can be traced back to a particular employee will change the way that members of social media teams will behave when they are online and posting on behalf of their employee or client. Having a person’s name attached to anything will generally make that person feel a greater sense of responsibility and I do not see that Facebook would be any different. On the flipside of the coin social media has now been around for long enough that most large companies are fully aware of the potential benefits and pitfalls of letting staff loose without some basic training on subjects such as online conflict resolution and what is and is not appropriate to say when you are representing a company or brand. In the case of smaller companies then often it is the owner who will be posting and company owners usually have a good understanding of the role that good customer service plays in building lasting relationships with customers.